My mother is in a care home. I bought her an O2 SIM and a cheap mobile phone a couple of years ago so we could keep in touch when we couldn't go an visit. The mobile is in my name and linked to my credit card, email address, etc, etc.
I moved her onto a rolling plan in April 2023 as she was making more calls than I expected and it was cheaper to pay £10.00 per month on my credit card each month which gave her unlimited calls and texts.
This has been working absolutely fine until last month, when a £10.00 payment was taken from my credit card on 18th October, but I received a call from my sister (who was with my mother) saying that she had no credit left. This didn't make sense as she should have been on a rolling plan.
I contacted O2 and spoke with someone who didn't really seem to understand what was happening and initially, she couldn't find the £10.00 that had been taken from my credit card. She did eventually find it and then "did something" on my account which she said would fix it. I was sceptical.
I then found I couldn't log into the O2 App. This appears to be because of the O2/Virgin merger so I had to do all of the set up and linking of my e-mail address to a virgin account, etc, etc and I could then finally log into the O2 App and the web site.
What I then noticed is that when I click on the Manage Plan option, it shows the following
xxxxxxxxxxx | Loyalty Rolling Plan SIMO Airtime Plan1_2024 #445103495 | Loyalty Rolling Plan 10 10GB Data, Unlimited UK Minutes, Unlimited UK Texts
It shows a renewal date of 23rd Nov 2025.
I thought that this would be find and would then expect for a £10.00 amount to be taken from my credit card on 23rd November and things would then continue as normal.
However, I've noticed that a £10.00 amount has been taken today (18th November) and I'm going to hazard a guess that on 23rd November, my mother will no longer be able to make outgoing calls again, so I'll be back to square one.
I can find nothing on the O2 App or on my account on the O2 web site (once logged in) that shows any payment method so my fear now is that my credit card has become detached from the mobile telephone number and I'm going to have a difficult time trying to get this sorted.
Is there anyone on this forum who can help or shed light on what's happened? Worst case, I guess I'll have to collect the phone from my mother and go into an O2 shop, but how helpful are they likely to be and is this something an O2 store can resolve?
