Paid off device, not indicated on my account

[Bartlomiej]

Last month I went into an O2 store to finally pay off my device plan and have it out of the way. The clerk got it sorted out for me, put me on a rolling monthly contract, and that was that. When I checked my finances yesterday however, I have found that last month and this month both I was still charged for my device plan! I went onto My O2 and lo and behold, it is as if I did not spend £280 back then. I cannot get in touch with O2 on the phone as the auto keeps kicking me off. I feel like I am getting ripped off and I would appreciate some help. 

[jonsie]

You'll need to call customer service.
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.

[MI5]

@Bartlomiej 

As far as I know, you can't pay into your device plan in store anyway.

They may have added the payment to your airtime?

[Bartlomiej]

@jonsie Thanks I'll try that.
@MI5 When I tried to do that online it told me to go into the store, and the receipt does say device plan repayment. As for airtime, nothing has changed. It's like I never made the transaction.

[Bambino]

@Bartlomiej I will tag the O2 online account advisor who will be on at 8.30 am tomorrow. @O2Ellie can you please assist?

[O2Ellie]

Morning,

Thanks for the tag @Bambino 

@Bartlomiej I will send you a private message now so we can look in to this for you