Help! Enforcement and termination letter

[Loobylou436]

Looking for some advice and help please. I done an upgrade online with click and collect at an O2 store. I went to collect my phone but wasn’t given it as my account is in my maiden name so told the store to cancel it which they said they did. 
On 2 occasions I’ve had both emails and texts to say my order has been cancelled and it is no longer showing on my account on MyO2.

I have since got my PAC code and changed to a different network also.

Today I received a letter of Enforcement and termination to pay the cost of the phone! I have tried phoning but can’t even get past the options part, found a number on here for the debt management department which doesn’t even connect.

Do I need to pay this?  I’m so confused, angry and upset.

[Bambino · Accepted solution]

@Loobylou436 Your best option would be to speak to customer service.
Call 0800 032 1402 from any phone or 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 the suggestion above doesn't get you through.
Best time to call is 8 am.

You could also try to contact o2 through social media:

Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)