I did not change my tarrif

[Naemoor]

I have just received an email to tell me that I have changed my tarrif and that you are expecting me to send you my old phone in a bag that you are sending me. I apologise but I moved house in February and forgot to update my address with you. I have done so now.

I suspect that someone is trying to get a new phone from you at my expense.

I have conducted no business with you other than my monthly direct debit since January.

Now that I have had a chance to check my bank statements I see that you are overcharing me. In January I signed a new tarrif for unlimited calls and texts with a 75GB allowance for £18.00 pcm half-price for the first three months.

Please refund me the difference.

Please undo any changes that have just been made to my account.

Cancel my Audible subscription, I understood that to be a free gift

Ian

[gmarkj]

Hi @Naemoor 

This is a customer community, so we can't do any of the things you asked about.

You need to either call o2 on 202 from a pay monthly phone, or 0344 809 0202 from another phone.

If your phone is not working, then use Skype and call 0800 902 0217.

Guide here Guide: A Guide to Skype

Finally try messaging on social media:

Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

[MI5]

@Naemoor 

This looks like something you’d need to call O2’s customer service team about – give them a call on 202, 0344 809 0202, or specific payment management number 0800 902 0217 / 0800 032 5302
Thanks

[gmarkj]

As for Audible, remove this from your account by following this guide:

Guide: Adding and removing O2 Extras  

You normally get a free period but it is up to you to cancel before that ends.

[jonsie]

If you think you’ve been the victim of fraud –  and you definitely have - whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

You can also reach O2 via social media: