o2 is taking my payment twice a month for my wife's o2 Pay As You Go account

[barnettgs]

My wife has recently signed up for Rolling Tariff with O2 Pay as You Go; however, she already has an old direct debit to top up her account every month for her old data tariff, but that has not been cancelled since then and she now has two payments in a month – one on the 21st and one coming on the 28th!  We are both deaf, and it is very difficult for us because the O2 support won't deal with us, it was because I was using a Typetalk service!

There is no way to cancel the old regular payment at o2 online or on myO2 app.

[barnettgs]

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  @Enlli wrote:
  

  Call Payment Management 

  You can reach the Payment Management team on 0800 902 0217.

  The opening times are:

  Monday to Friday – 8am to 8pm

  Saturday – 8am to 6pm

  Sunday – 9am to 6pm

  Sounds like she did not cancel her old account correctly 

  Guide: Cancelling Your Contract 

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Even the payment management guy insists that my wife should visit the O2 branch with an ID card. Eventually, I had to explain to my relay call operation that he couldn't find anything in my wife's account. He then suggested that my wife could cancel it via the O2 app, but there was nowhere to do so!  Do I need to repeat?

It seems to me that common sense has absolutely disappeared from the O2! 

[barnettgs · Accepted solution]

The situation has just been resolved, and having discussed it with the Halifax Mastercard staff via Relay UK service, cancelling the credit card and getting a new one is the only solution, unfortunately!

That sums up the O2. 

I only found out about the many negative reviews of the O2 on Trustpilot regarding the unauthorised payments; no wonder the O2 is becoming a very difficult company to deal with!