Adjustment wrongly charged and no way to contact O2 during COVID-19

[Lourap]

I've been charged an 'adjustment' of £17 ish (plus tax) on my bill. I have no idea what this could be for - there have been no changes to my account since last July. I haven't done anything that could account for this charge. I cannot get through to O2 by calling them as the answerphone message ends all calls due to COVID-19. If you try and make a complaint, it tells you to call them, which doesn't work. Live chat is suspended due to the virus. I can't find any way at all of contacting O2 to check why they have made this charge. I'm pretty sure it's an error. Has anyone any ideas?!  

[O2Lorna]

Hi

have you looked at your Myo2 to see what the charge was for?

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[Bambino · Accepted solution]

@Lourap Only point of contact right now is customer service. Best time to try to get through is 8 am

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[Lourap]

Yes, I've looked at MyO2 and it just says 'adjustment' and in the info box about it it says 'One-off charges that are not covered within your tariff and any credits, refunds or cash returns. Examples of these include bill re-print charges and discretionary credits.' Nothing like this applies to me. 

[MI5]

@Lourap 

Is it a minus £17?

Did you have a discounted tariff that may have ended?

[Lourap]

Thanks Bambino. I might have to set the alarm early...! I tried saying I was reporting fraud when I last called but it still just ended the call after it said it would put me through to someone. I feel for anyone who really *is* dealing with fraud.

[Lourap]

No, it's a charge of £17.10, which doubling my usual monthly bill. I'm on a tariff of £16.43/month which started last July and runs for two years (I think - might be one or three years, but either way, doesn't run out yet!). They also sent me a message in March saying I'd sent an MMS which I hadn't, so I'm worried there's something up with my account...

[Lourap]

Are you guys just volunteers answering messages like these out of the goodness of your hearts? It's very kind of you!

[O2Lorna]

You would need to call them to have them check what the charge is for.

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[Sharon68]

I have the same issue and when looking into to it, I have been charged a total of £41.04 over the last six months with a big chunk this month - can't contact O2 at the moment but this is a concern... all since I took out the phone in Nov... weird