Pay as you go problem

[Stefania]

Good afternoon! I think there has been an issue with my account as I am usually paying 10£ a month for my pay as you go rolling plan. This month I was asked to top up three times and now I need to top up again because I have no balance and it says I don’t have a rolling plan even though I updated my plan just one month ago. Could you please tell me why is this happening, it has happened before too, and I’ve ended up paying more than 40£ a month, when my rolling plan is 10£. I would appreciate it if you could help me fix this issue because I’m travelling a lot and it’s causing me a problem.

[Stefania]

As you can see it shows that my latest transaction was on 23th of July, which is absolutely ridiculous! Since then, I’ve paid three or four additional times, because I had no balance and I couldn’t call anyone. Please, I would be thankful if you could sort this out for me.

[MI5 · Accepted solution]

@Stefania 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks