Missing credit on PAYG

[Pditchy]

Hi just joined O2 on PAYG and got a free sim which states top up £10 and get £10 free. Bought a £10 voucher when I got the sim and topped it up then sent my text FREE10 to 21500.

Next thing was it automatically took £5 from my account which I didn't even know about and got this text:

Oops. You'll need to top up at least £10 to get your free £10 credit.

Just reach for your wallet, and then text FREE10 to 21500 again.

More for you.

Terms apply. To stop texts call 2220

Not happy with the service if it's taking £5 out automatically which I didn't even know about!

Can anyone help me with this?

[Cleoriff · Accepted solution]

@Pditchy 

You need to call O2 All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call