Sounds like you need to get in touch with customer services @Stephen94
You can either call them on 4445 or message them on social media.
Facebook (https://o2uk.co/O2CFB)
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
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 Do not publish personal details (email, phone number, bank account).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
