Where has my credit gone

[Ag3]

So my mum topped up her PAYG phone with £10, her big bundle isn't set to renew until the 5th yet within a few hours her credit has gone down by £4 odd. She hasn't made any phone calls or texts that charge so we can't understand why she has been charged. Anyone had this before ?

[Cleoriff]

@Ag3 

You need to call O2

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

If you call 4445, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.