O2 Accounts

[Franco999]

I am very unhappy with O2.  I used to have my grandson's phone on my account and when he turned 18, he said that he would take it over so we ported the number to him and set up his own payment.  Needless to say, he couldn't manage the money, so although he retains the account, I have gone back to paying his bill. 

O2 keep taking money from his account instead of mine.  Today, O2 took £174 and we cannot find out why.  Live chat won't help because it is an accounts query and it is impossible to get an answer on the number we are told to ring.  What do we do?

[Wa10 · Accepted solution]

@Franco999 Your best bet is to give us a call in Payment Management, directly on 0800 902 0217 or alternatively dial 202 free from your mobile phone. If at all possible, please call with your grandson present as well as we may need to look at/discuss both accounts - and there may be a data protection issue if we're only able to verify one of you.

Apologies for the inconvenience this has caused, and I can assure you that we will do everything we can to get it resolved for you.  

[MI5]

All contact options are here but there have been issues with the phone lines today so you may need to be patient I'm afraid http://www.o2.co.uk/contactus