Unrecognised £20.00 payment

[Adotparker]

Good Morning,

On the 23 feb '24, I noticed a £20.00 1-off payment to o2 on my bank statement. I didn't authorize or make this payment myself so I had my bank investigate. They suggested I cancel my card and order another card due to my details possibly being compromised, or possibly a scam. I ordered a new card and the payment was reversed to my account. I received a new card today and the £20.00 payment has been taken again. I've been unable to understand what this £20.00 payment is for, as its separate from my direct debit. I'm concerned it may be fraudulent. I haven't had any joy reaching o2 on their call center number, having waited 20 minutes and 40 minutes, not to be answered. Is there any help available?

Thankyou

[Bambino]

@Adotparker This is not O2. This is a customer community.

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

Have you fallen for or been conned into a premium ... - O2 Community

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Enlli]

Is a handset included in your contract?

You can have two direct debits, one for the handset and one for airtime.

[Oxonian]

@Adotparker 

Before you try to contact O2 again, I suggest that you contact your bank to obtain the unique transaction identification number of your payment. It will be a sixteen digit number. O2 will need you to provide that so that they can search for your remittance in their accounting records.