Spend Cap yet still charged

[GB2]

Hello 02 

I have a spend cap of £10 which I added before traveling. Yet I have still been charged a staggering £164. No response from customer service! Any advice on how to resolve this before I cancel my direct debit!

[Bambino · Accepted solution]

@GB2 DO NOT cancel your Direct Debit. You will be inviting a negative mark on your credit rating which can take years to remove and will prevent you from getting credit for anything you try to purchase, which includes getting a mortgage. O2 are ruthless when it comes to non-payment so it's in your best interest to try to get this resolved.  You need to speak to customer service.
Call 202 from your mobile or 0800 032 1402 from any phone or numbers in this link: 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.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.

You can also reach O2 through social media:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)