Bill taken from account but no phone

[James1985]

I took out a new connection - Samsung S20 Ultra

Got send the wrong phone, complained obviously, 02 said return the phone but keep the Sim and that I'd have to take out another contract for the phone I wanted.

Posted phone back, 02 haven't received it yet but the 1st bill of £60 has been taken from my account!!!!

For a sim I'm not using or phone I didnt want and have sent back.... unhappy is an understatement

[O2Stacey]

Hi @James1985 

Sorry this has happened. You will need to contact O2 Customer Services to resolve this as no one on the Community forum can access accounts. Please try contacting O2 on 202. Guide: Coronavirus Community Help and Support 

Stacey 

[James1985]

I was on hold from 5.40pm - 5.55pm when I got an answer phone message saying all lines are closed.

Fuel to the fire!

[O2Stacey]

@James1985 You could try contacting the payment management team. 

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

Stacey 

[Cleoriff]

Hi @James1985  

Try using any of the numbers in this guide, press any option.

Guide: Coronavirus Community Help and Support 

If no luck, call again at 8am tomorrow morning.