No idea as we are all customers here and are not O2.
Seems lot's of problems are cropping up as O2 are changing thier billing system.
You will need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , X Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or phone them on 202 or 0344 809 0202 (contract)
This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
