Hello,
Community please help!!
In November 2023, I discovered an unauthorized charge on my account from O2. After approximately 35 hours of phone calls and visits to two different O2 stores, I've gathered some information but haven't found anyone able to assist me. This situation has been extremely distressing.
I learned that Virgin Media had added a SIM card to my Volt account without my knowledge, which I had been paying £7.38 for about two years. This account was then transferred to O2 in June 2023. I never used either the Virgin or O2 SIM cards.
Upon discovering this, I've been trying to cancel the SIM card for the past four months. I erroneously cancelled my direct debit with my bank, thinking it would suffice to cancel with O2, but that was a mistake.
I'm unable to access my account as I don't have the phone number linked to the SIM. When attempting to pass security checks, I fail because the email address doesn't match. However, I receive emails about owing money, but these don't pass security.
I've spent the equivalent of a full working week on the phone with O2 customer service, who have been unhelpful, rude, and even hung up on me. I seem to be stuck in a loop, getting no assistance. I was once escalated to a team that listened to my issue but then transferred me to another team and disconnected the call, which was very frustrating.
After an additional 7 hours in O2 stores, I found out that the email address associated with the account is a randomly generated one, created during the transfer from Virgin to O2 because my email was already linked to another account.
I'm now facing missed payment reports on my credit file and seem to have no way to resolve this issue.
The way support has treated me is unacceptable.
I am at a loss and would appreciate any advice from this community on how to resolve this situation.
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