Order I Didn't Place!

[Lia101]

I've just randomly had an email saying my order has been placed and rhen another saying its complete. I haven't placed an order, I haven't even logged in to my O2 app recently.  I've looked on the app and it says there's an order there but under the description it says "VAS CHANGE" what does this mean? It also says nothing upfront and a monthly payment of £72 odd which is significantly more than my current payment. I currently have a custom tariff with 1mb, unlimited mins and unlimited texts for daughter to use. Device plan which is £36. 

Have o2 just randomly ordered me something? Changed my plan without notifying me? Can anyone shed any light on what "VAS CHANGE" means? Thanks- I'm stressing! It came through a few mins after 10pm, ironically just after CS close.  

[jonsie]

VAS is a Value Added Service

You need to contact customer service

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Guide: How to find help & contact O2 

If you think you’ve been the victim of fraud, whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:

Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229
There are also these links to look at:
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/