Urgent Billing Issue: Duplicate Charges After Contract Renewal

[Hung]

@Dave-O2 

Dear Customer Service Team, I hope this message finds you well.

I am writing to request your urgent assistance regarding an issue with my mobile accounts and billing.

Previously, I had a contract for Account No: ********** which has now expired. After the contract ended, the service charge increased to £9.80 per month.

I then renewed my plan with a new contract for Account No: *********** with a monthly charge of £8.

At the time of renewal, I requested to cancel the old contract and transfer my old number to the new contract.

However, I have noticed that I still have two separate accounts and continue to be charged for both from my bank.

As my intention was to keep only the new contract and pay £8 per month for the number, I kindly ask your team to:

• Review my account setup and confirm the cancellation of the old contract.
• Ensure that my old number is linked to the new contract. Refund any overcharges that have occurred due to this issue.

Please let me know if you require any further details or documents to resolve this matter.

I would appreciate your prompt attention to avoid further incorrect charges.

Thank you for your assistance, and I look forward to your reply.

Kind regards, **** ****

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]
[Mod edit: Imaged rejected due to containing personal information.]

[MI5]

@Hung 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You can get in touch with Payment Management team on 0800 902 0217 or 0800 032 5302.

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

[Hung]

oh thanks a lot, @MI5 

[MI5]

You're welcome @Hung 

Good luck 👍