O2 took money from account even tho I paid!!

[jack2020]

so after a pretty intense 72hours the O2 app finally gets fixed and I then pay my airtime and device... but the  they go ahead and take out a further 30.00 x2 which comes up on my bank statement as pay as you go, even tho I'm on pay monthly so they took a further 60 even tho I paid both my bills on time!! is O2 taking the *bleep* or is it just me? 

[pgn · Accepted solution]

Hi @jack2020 - if the payments were taken by O2 against your account, they should show in your MyO2 balance after about 24hrs - and O2 will draw down on that next month without taking funds from your bank.

If the double-charge this month puts you in a difficult position, financially, then call O2’s customer service team about it – give them a call on 202  or 0344 809 0202 (or use the specific Payment management number - 0800 902 0217 ) around 08:15 this morning.

Good luck.

[MI5]

@jack2020 

There's a common scam around PAYG top ups so it may be someone cloning your card rather than O2 taking it.

May be worth a call to your bank to check and then a fraud report to O2 if confirmed.