Extra £5 charge

[Liz121]

I want to find out why there is an extra £5 charge on my bill but can’t get through on the phone or start a live chat Can anyone suggest what i should do Thank you

[jonsie]

This looks like something you’ll be able to do or check in the My O2 app. We have a guide to help with that if you’re unsure how to use it 

https://community.o2.co.uk/t5/How-to-Guides/How-to-guide-My-O2/ba-p/1275603

And don’t worry if you get stuck because there’s an in-app messaging service you can use to chat with O2 who can help. Just go to the ‘Support’ tab and ‘Start a Conversation’ at the bottom.
If you still need help then the Social Media teams will be on hand, just send them a message

See links below 

[Bambino · Accepted solution]

@Liz121 See if anything in these guides relates to or helps you:

Have you fallen for or been conned into a premium ... - O2 Community

Tips to avoid unexpected charges on your bill - O2 Community

If you want to speak to customer service:
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 (Payment Management) or 0800 032 1402
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 the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[pgn]

In addition to the advice above, @Liz121, if perchance you are still on the "legacy" O2 billing system, this will help you get to your actual bill detail: Guide: How do I get to the 'Download Bill' page? 

It can be easier to get to if you are not logged into the Forum at the same time, so try using an incognito or Private Browsing to to access that part of the O2 website.

As well as current and past bills, you can see your full payment history should you need to - for both Airtime and Device Plan components. 

This tool may help you identify further what it is that resulted in the charge: https://www.o2.co.uk/help/account-and-billing/premium-service-checker

And Google search will tell you how to go about stopping the charge, if a recurring one. Good luck!

[Liz121]

Thank you for the information its very helpful i will try them tomorrow using the options you have given

[Liz121]

This was really helpful i did it this morning and got through immediately Thank you so much