on 19-09-2024 18:20
Hi, I had my phone stolen last month. I notified 02 immediately after it happened and they informed me they blocked the old sim card.
Now I received my bill and I have over £300 of Google Play Store charges on my 02 account.
02 tell me there's nothing they can do, Google aren't able to help because I need correlation ids which I don't have access to from my google play store account.
I see this on other threads in this community but none have been able to solve it. I see some people have reached out to @Korey01 or @O2Waqas or @O2Emma and you have taken the discussion off the thread.
Please I am begging someone to help I cannot afford these extra charges and I don't know what to do.
on 19-09-2024 18:34
I'm afraid the people you tagged are long gone. O2 have removed all advisors from here over a year ago.
None of us can really help.
Of course someone may have well used your Google account before the phone / SIM Bar went through.
If just the SIM was blocked then they could have accessed Google via WiFi.
Assume you have a replacement SIM with your old number transferred so the old one should be dead
on 19-09-2024 18:36
O2 will cover any charges as long as you reported the loss within 24 hours.
Guide: Lost or Stolen O2 Device? - How to Report it
If O2 are telling you different, you need to keep going back to them until you find someone who knows the correct process.