It must be really frustrating for you @Anonymous but as said, we are customers like yourself. Without having any details to your daughters account we are limited as to the advice we can give. If you click on the contact us link above, it will bring you to this section. http://www.o2.co.uk/how-to-complain I suggest you take that action asap. I hope it gets sorted soon.
Veritas Numquam Perit