Upgrade, incorrect billing

[JoyceK]

Was due to upgrade my plan today as my contract has come to an end, as confirmed in writing. However, upon calling to upgrade I've received an additional bill for a plan I haven't signed up to (covering airtime and insurance, for a device which has been paid in full).

Placed on hold for just over 50mins before I got to speak to a representative, then placed on hold again and disconnected by O2 after 1hr 30mins.

[pgn]

This may have been easy to prove or disprove by checking your MyO2 before starting the upgrade process, @JoyceK - but as we are all customers here, the best suggestion I have is to reach out to O2 again, there is a special freefone specific Payment management number - 0800 902 0217.

You could also go into an O2 shop to complete this, provided the queues for the iPhone release this weekend have died down 😂

[Bambino]

@JoyceK O2 customer service at its very best.

Speak to the Payment Management Team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support