Disappearing account balance

[Anonymous]

I've had a simplicity payg account for some time now with no problems. I top up so I build up a little extra each month but recently the £11 odd extra I had just disappeared and O2 texted telling me to top up, my balance being 0. After long/frustrating time on phone help I'm told a 1hr 19min call was made to a premium rate number from my phone. No-one bu me has access and I certainly have NOT made that long a call anywtime on this phone. I'd missed a call which turned out to be advertising which I cut immediately. I tried to ask if I'd been scammed somehow but all help said was the call was made from my phone so, in effect, tough so top-up again now. then I was just cut off. I can have a call record statement which funnily enough costs £10. How can I get this money back in my account? Was it some kind of scam? Has my phone been cloned somehow?... it's driving me mad!

[MI5 · Accepted solution]

If you think the call you made was a scam contact http://www.phonepayplus.org.uk/ who will investigate and refund you if not your fault.

[jonsie]

Is there anything showing in the phones call logs?

[perksie]

---

@Anonymous wrote:

 I'd missed a call which turned out to be advertising which I cut immediately.

---

Possibly you accidentally returned the call and didn't realise it was connected, it's easy to hit the wrong button sometimes.