can't get any help

[ian2011]

I'm hoping someone can help.
I am trying to get some help for my mum.
She stupidly open a contract for my wayward brother to use and he has used it to run up a large bill.
I understand that she needs to pay this but we have been down to the o2 shop and phoned customer service to try and get control of the account back and no one will help.
Any idea who we can get to help.
She doesn't know the passwords. So they say they can't help!!

[O2Lorna]

The only people that would be able to help would be customer services.

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[jonsie]

Has she no access to My O2?

Call and insist that the phone is stolen or lost. That will give her control again.

Choose any option to speak to someone.

That's all we can advise I'm afraid

Everything is taking longer due to the lockdown. Call centres and social distancing means limited staff to handle all the queries. Patience needed I'm afraid.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...
Other numbers to try
0800 977 7337
0800 587 4005
0800 0901808

[ian2011]

We have done this and still haven't been given access.
We spent 2 hours in the branch with proof of id and address etc.
They have taken her number and mine and said they would call us that was on the 2nd of March and still haven't had a call.
What we have had is a letter demanding payment.
She has no way to pay this as can't access the account.