Someone HACKED into my google play account and I need some advice please.

[NikkiOShea]

Not sure if this is the right board but someone from a different country hacked into my google play account over a month ago, downloaded a game and spent £159.67. Google play won't help me neither will my bank. o2 have said the best they can do is offer me £100 off so I 'only' have to pay the £60. They've said they can't help me further as the t&c's state it isn't their responsibility.

But my point is they know my account was hacked and that this was not my fault. Secondly, they have a duty of care so why did they not put a stop to this unusual activity when someone was spending £1 here and there throughout the day. Surely their system should have picked up on this and realised this is unusual activity from a different country?? Like how do they expect me to be aware of this?

I'm stressing out because I cannot afford this! I am a student and my phone bill is only £10 a month because I can't afford anything more!!

I'm awaiting a phone call from the manager who is 'unable' to do anything further. I'm also going to be calling citizens advice. But please, i need some advice on what to do. Is there really nothing further they can do?

[MI5 · Accepted solution]

@NikkiOShea 

Legally it is your responsibility to secure your account. 

I think you've done well to get a £100 refund actually. 

Google are the ones who should be helping with this as O2 only pass on the charges received from vendors.

You can ask O2 to put a charge to mobile bar on your account to prevent further occurrences. 

Guide: Tips to avoid unexpected charges on your bill