Still paying for an old number

[Indie]

Hi,

My daughter got a new phone back in February 2020 and started paying from her own bank account, and cancelled her old phone which I was paying for from MY bank account. However, payment was taken in March and again in April for the old number from my account. I asked O2 to please look into this, cancel the old number, and refund the last two payments. I got the immediate reply...

We are sorry. Our social teams are extremely busy. This means we can only support those who need help most. We’ll come back to you if you’re vulnerable or need help with staying connected with your loved ones. Most queries can be resolved if you try the following options:-

For advice on help & support: https://www.o2.co.uk/help
Get help or ask your question to the O2 Community: https://community.o2.co.uk/

Manage your account, billing and allowances from My O2: https://www.o2.co.uk/myo2

👉 How we’re helping you during Covid-19: https://www.o2.co.uk/covid-19

I'm assuming this means I won't hear from them. Should I just cancel the Direct Debits and wait for them to complain?

Thank you.
Tom.

[MI5 · Accepted solution]

@Indie 

Keep trying to call customer service Guide: Coronavirus Community Help and Support 

[Indie]

Thank you so much. I'll give them a call.

[Cleoriff]

@Indie 

In the guide above there are numerous numbers. Choose any or all. Press any option. You will get through to someone eventually.

Best of luck.

[MI5]

You're welcome 

[Indie]

@MI5 

Sorry, I hadn't realised someone else also replied after you. I think I may have clicked on the wrong answer button, but your link was extremely helpful and exactly what I was looking for. Thank you.

[MI5]

No worries

[Cleoriff]

@Indie 

Looks like you clicked the right button? Lol

[Indie]

Either way, thank you both for taking the time to reply. Stay safe people 

[Cleoriff]

And you @Indie