It does sometimes take a while for all of the systems to get the same message @Chloe94
Your best bet would be to message o2 on social media - all links are in the guide below:
Guide: How to find help & contact O2
If you don't have any accounts there are also phone numbers you can try calling.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
