Unable to cancel O2 Number

[Tessa93]

Hi,

This is for my mum, who is struggling to cancel an old O2 Number, which she has never even used or put into her phone. The number was part of a virgin package, and had been paying this number as well as the one she uses for a few years. The sim is gone, we have looked all over and it is nowhere to be found. She does not know the phone number, we tried ringing them about it before but they did nothing. So we ended up cancelling it from her bank in hopes O2 would contact her and she can just cancel it from them. We got a letter about a debt of £11, but this letter also had the account number so she gave O2 a ring about this. She ended up going to about 3 people, being on hold all the time. No one was helpful with her. All she wanted to do was cancel the number, but since she did not know the number (which is basically something most people would know anyway, as you pass it around to be contacted on.) then they couldn't do anything. Even though she had the account number. And apparently, failed the security questions, when they did not even ask anything which would be the questions. She just got another letter due to this debt which is now increasing, for a number that she has never even put into her phone. Surely that would have been on the system as well? All she wants to do is cancel it, but if she is receiving letters and money that came out of her bank for this number, it shows that it should be hers. We are just at a loss. We could try and call again, but all the waiting around and not getting nowhere is not good. How are we able to get this sorted with only the account number when they won't do anything? She shouldn't need to pay a debt for a number/sim she is not even using. They should see in the system the one she is using.

[Oxonian]

@Tessa93 

This is a customer to customer forum so we cannot directly help you or access accounts etc. You will need to persevere with O2. Their social media team are reasonably well though of, so why don't you consider giving them a try ? Details are herein :-

Guide: How to find help & contact O2 

[Tessa93]

Hi,

Yeah I understand this, just did not know if anyone would have any idea of what we can do on this?

[Tessa93]

Hi,

Sorry, we already tried contacting O2 via phone but they were not helpful, since we do not know the phone number of what we wanted to cancel. 😞 And palmed us off to 3 other different people. 

[Oxonian]

@Tessa93 

I can only repeat my suggestion that you contact O2 again but via the social media channels. 

[Enlli]

If it was a Virgin SIM contact them, they may have a record of the number they issued

150 from Virgin Landline or 0345 4541111 from any other phone 

[TallTrees]

Hi @Tessa93 

Sorry to hear your difficulties. 

You can leave a message on social media  see if this helps. HERE

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

Or phone them on 202 or 0344 809 0202 (contract) 

4445 or 0344 8090222 (PAYG)

***************************

THE ADVICE FROM @Enlli 

***************************

Sounds very helpful as it was originally a Virgin package.   

Nothing these days is simple unfortunately  try persevering with the advices here.

Hope all works out for you soon.

[Tessa93]

Hi, 

I'm afraid we are still stuck. We already tried phoning virgin about this number before, but they have no record of it apparently. 😕 

The social media of O2 was kind of useless. She gave them what they needed but failed security. I am guessing they are getting confused with her account that she does actually use, since they had asked the amount of the last bill. I told them what the letter said, and the amount that came out of her bank before for that number. (The number she pays for is a different amount.) We have the letters from O2 to pay the amount, and they have debt people on our back for it too, only took them 2 weeks after the first letter. I contacted the debt people who will contact O2 about this. We can try to phone O2. Again. But the waiting in queues is a nightmare. And will probably get nowhere again. If we are not the account holder apparently, then we are not paying the amount they are stating...

Thank you though. 

[Cleoriff]

@Tessa93 

Just a thought, Has your Mum checked her My O2 account?

If your Mum was sent an O2 sim, it 'may' be in this account. It's a long shot...because if it was never used, it may not be there. It's obviously somewhere as she is being charged and in debt for it.

Or try this info in the guide Guide: How do I find my own mobile number? 

MyO2  http://www.o2.co.uk/myo2

[Tessa93]

Hi, 

We had a look on her O2 Account, but the only one there was her main number. 

Also, finger's crossed. I went ahead to look around again in drawers where we usually keep stuff. I found a booklet with when we swapped hubs with virgin media, and at the back of one of them I saw the phone number. But no sim. Then when shifting through a bit more, I found an O2 sim that was never taken out. Must have fallen from the booklet. So, hopefully we can finally get this sorted.