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[LianneSimpson]

Hi there, i recently had calls to lower my bill to save me money etc. In all honesty I was really confused by it all. But my plan was changed and lowered but there was no mention of any one off payments. this morning nearly £250 was taken from my bank account and I have no idea why. Please can you help me with this?

[gmarkj · Accepted solution]

Did you make the call @LianneSimpson or did someone call you?

Have you checked your account either using the My 02 app or website? What did that show?

This is a community of o2 customers, so we can't see your account or offer advice on what has happened.
Get in touch with o2 customer services by calling them on 202 or 0344 809 0202 to make sure nothing has happened, or message them on social media:

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

[madasaf1sh]

@LianneSimpson 

Sounds like you have been a victim of a scam. As o2 will not contact you to offer you lower bills. 

o2 do specifically and explicitly tell you not to share the code with anyone even o2 employees, so they could technically hold you liable for these changes. 

You need to do the following 

Contact Customer Services as @gmarkj has advised

If fraud has been committed then you need to log it with Action Fraud, via https://www.actionfraud.police.uk 

You also need to change your myo2 password and other critical passwords as the threat actor has had access to your mobile phone account, and all your personal data.

I will emphasise never accept an offer from a cold call, always put the phone down and contact the company direct by manually dialling the number