Monthly to Pay as you go

[Jjwilko]

Hi, 

I need some advice. 

I am currently unemployed due to Covid/lockdown and as a result of financial hardships, I am unable to continue paying my phone plan. Yesterday, I rang O2 explaining the situation and made the payment to settle the rest of my device plan and this month's airtime bill to end my contract early (originally scheduled to finish April 2021).

After the phone call, I noticed on MyO2 that my device plan was paid but my SIM was moved onto an O2 Refresh 5GB monthly plan. The app says that I'm due a subsequent payment for this new plan which I simply cannot afford. I've read similar posts in this forum about O2 taking money/ruining credit scores when contracts were supposed to have ended and I'm extremely worried about this. 

I rang back later in the day and the person said to wait until after midnight as the changes to my SIM may be delayed but this morning I noticed that this was not the case. I rang again today again asking to cancel my contract and switch to pay as you go instead of the monthly tariff that I did not agree to. My new pay as you go SIM is on the way but on MyO2 I now have two devices, one saying pay as you go and the other with the pay monthly still intact. 

Payments haven't been clearly explained and I don't know whether I still owe money and I am worried that payments will be taken from my account that haven't been agreed. Can anyone please help ?

Best regards 

[MI5]

@O2Emma 

Can you help @Jjwilko  please?

[O2Emma]

No problem @MI5 i will look into it.

[O2Emma]

Hi @Jjwilko I will need to private message you so can discuss.

[MI5]

Thanks @O2Emma 

[Jjwilko]

Thanks! 

[O2Emma]

All sorted and explained @MI5 hopefully @Jjwilko happier now

[MI5]

Thanks @O2Emma 

Great job