O2 Device Plan

[Yan1]

Hi, I've had two payments for O2 device plan on a direct debit I've just picked up on my bank statement. I have no device from O2 as I have a simm only account.

I've been trying to contact O2 but am finding it frustratingly difficult as the fraud line isn't working and the email says yhey will respond in 5 days!!

Can anyone give any advice?

Thanks

[madasaf1sh]

@Yan1

You will have to persevere with calling o2 and speaking to an CS Advisor, as no one on here can access your account.

The best time to call is at 8am when they open.

I would also check your credit report, to see if there are any loans taken out in your name.

[O2Sarah]

When did you take the contract? It might be that you’ve paid of your device. You can see this on My o2.

Or

0800 902 0217 should work

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[O2Sophie]

Hi, @Yan1 ,

Do these device plans show up on your myo2? If you have no joy from Fraud, give o2 customer services a ring, or chat via o2 Live Chat which you can access from your myo2 app or desktop myo2. Let me know how you get on.

[O2Karl]

Hi @Yan1 

Also please make sure you have the GED numbers for the transactions. A GED number is a reference for the payment with this we can track down the account the payment is linked to. It can be listed on the bank statement but if not you can get it from your bank.

Hope you get this resolved.

[Yan1]

Thanks, got through on that number and now emailing the fraud team.

[O2Sophie]

Good to know you got through. As @O2Karl wrote, look on your bank statement for 'GED' numbers for each of the transactions for the devices, as they will help Fraud sort it out for you.

[Yan1]

I don't have a GED number on my statement but have passed on the 6 digit reference number.

I'll post when I (hopefully) get a reply.

Thanks

[O2Sophie]

No worries. If they do ask for the GED ref's, your bank will be able to give you them if you give them a ring.

[O2Karl]

Thanks @Yan1 

Hope you get to the bottom of it