2 direct debits and only 1 phone!

[JOS]

After deciding to forensically check through my statements I’ve noticed I’ve been billed twice a month by O2. One is definitely for my monthly package along with the phone but I have no idea what the other is for and it’s been going on for quite some time. I’m not very technically minded, I prefer to speak to someone. 
I’ve searched through all the help pages and keep going around in circles. Could I be paying for someone else’s bill?

[MI5 · Accepted solution]

@JOS 

There is one direct debit for the phone and another for the airtime Guide: How does O2 Refresh work? 

[pgn]

Hi @JOS - in addition to the Refresh Guide (if you purchased your contract directly from O2) that @MI5 posted, it looks like something you’d need to call O2’s customer service team about – give them a call on 202  or 0344 809 0202 (or specific Payment management number - 0800 902 0217 ).

Call around 08:15am UK time to get on the queue early - it fills up quick, so expect to wait a while once you get to the music.

Have the details in front of you so O2 can identify the payments once you get to talk to them. Good luck!