Bill

[Chloe23]

Hi all I paid my bill on the 20th June and I just had a txt saying they couldn’t process the bill if I don’t pay they will restrict services, but they took the money from my account and never refunded it, when I log Into the my o2 app it says unpaid

[MI5 · Accepted solution]

@Chloe23 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[MI5]

@Chloe23 

Have you logged into your MyO2 via a link in the text or directly here http://www.o2.co.uk/myo2 ?

If the text came form a mobile number it's a scam as O2 never text from a mobile........

If you logged in via the text, you need to change your O2 password immediately and call customer service to report it.

Also call your bank to report it.

Forward the scam text to 7726 - It's free.
Other ways to report here including Action Fraud website
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229

[Chloe23]

Hi it was a text I didn’t click the link as I’m weary with that but I then logged into my o2 via the app and it said the bill is overdue but they’ve taken the money

[Chloe23]

Thank you

[MI5]

OK, that's good then @Chloe23 

Give O2 a call in the morning to clear up the issue.