This is a customer community @B_Bishop so we can't do anything.
You need to contact customer services.
Give O2 a call on 202 or 0344 809 0202. If you have no access to a phone then use Skype to call 0800 032 1402.
Guide: A Guide to Skype
Best time to call is 8am.
Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
