Large money came out of account

[Lucy2_]

Hi, I recently changed my current number with O2 over to Three as I have purchased and using a new phone.

I fully intended to keep my device ontract going with O2.  I wanted to keep this phone to use also alongside my new phone.

I didn't notify O2 that I had a new phone as I didn't see the need to. 

As of today, O2 have taken it upon themselves to cancel my tariff which is fine as I'm paying a new one. But they have also cancelled my device plan and taken the full amount of around £300 for my direct debit. 

I didn't agree to this amount being taken out of my account. I was also not given the option of keeping my direct debit going, intact I was not given any options at all. I haven't given any permission for this kind of money to come out my account. I actually would have used another card so I wasn't left short. 

Does this sound like something o2 can just do? 

I'm so angry and want to take it further. 

[Cleoriff]

@Lucy2_ 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here

Give O2 a call on  202 or 0344 809 0202 (Contract)  4445 or 0344 809 0222 (PAYG)

Or you can message O2 on social media on Instagram https://o2uk.co/O2CIG), Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW). 

[MI5 · Accepted solution]

@Lucy2_ 

O2 have done nothing wrong.

The T&C's of your contract state that if you cancel the airtime (which is done when you port your number to another network) you will need to fully pay off your device plan.

You cannot have a device plan without an associated airtime.

Unfortunately you have not understood or asked about this before but you now must pay the £300 owed.

https://www.o2.co.uk/termsandconditions