Summarize the below chat:

N/A, 22 Dec. 2024 , 02:26pm
How can I help you today?
[Sent]

David, 22 Dec. 2024 , 02:26pm
Hi. My husband has been disconnected and we don't know why

O2 Virtual Assistant, 22 Dec. 2024 , 02:26pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 22 Dec. 2024 , 02:26pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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David, 22 Dec. 2024 , 02:26pm
07392759192

O2 Virtual Assistant, 22 Dec. 2024 , 02:26pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
[Rich Content]
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David, 22 Dec. 2024 , 02:27pm
It’s about my Account

O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
Thanks! 🙏
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O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
Please can you confirm your full Name
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David, 22 Dec. 2024 , 02:27pm
David Nathan Da Silva

O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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David, 22 Dec. 2024 , 02:27pm
No

O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
Ok, please can you confirm the full Name of the Account Holder?
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David, 22 Dec. 2024 , 02:27pm
Amy Da Silva

O2 Virtual Assistant, 22 Dec. 2024 , 02:27pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 22 Dec. 2024 , 02:27pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 22 Dec. 2024 , 02:29pm
Hi Amy, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I am sorry but as the account holder isn't present, I won't be able to check why they were disconnected.  
  
Can you please ask your husband to reach us or call on 202?
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David, 22 Dec. 2024 , 02:29pm
Hi. I am using my wife's account as I can't get on mine. I have been disconnected. I had an email saying I was being disconnected at my request but I didn't request this. I have just spent an hour on call trying to sort this but was cut off.

David, 22 Dec. 2024 , 02:29pm
Yes I am him!

David, 22 Dec. 2024 , 02:30pm
I tried calling with no luck. Was put in hold for an hour then cut off.

Soaif Ali, 22 Dec. 2024 , 02:31pm
Can you please confirm if you are the account holder? (Yes/No)
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David, 22 Dec. 2024 , 02:31pm
Which account do you mean? This is my wife's account. I am the account holder of the number I am contacting you about

David, 22 Dec. 2024 , 02:32pm
07392759192

David, 22 Dec. 2024 , 02:35pm
Hello, can you see what the issue is with my account?

David, 22 Dec. 2024 , 02:37pm
Hello?

Soaif Ali, 22 Dec. 2024 , 02:38pm
Got it, thanks.  
  
I've checked and found that you had a bar on your account and that's because you planned to disconnect this number.  
  
Due to a technical issue, the disconnection did not take place as expected and the bar was placed, if you were not here to remove the bar till 24th, we would have disconnected your number.  
  
The request will be actioned within 24 hours. You will be able to complete future barring requests online or via MyO2.  
  
Please restart your phone for more than a couple of times and you will be good to go!  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
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David, 22 Dec. 2024 , 02:39pm
I never request to disconnect the number!

David, 22 Dec. 2024 , 02:39pm
I have made no request. I am still paying for this account.

David, 22 Dec. 2024 , 02:41pm
Can you please tell me where the request for disconnection came from? I am still under contract. Can you assure me that the phone will not be disconnected?

David, 22 Dec. 2024 , 02:41pm
Apologies I thought it was a "live chat"

Soaif Ali, 22 Dec. 2024 , 02:49pm
Thanks for acknowledging the chat style.  
  
I am sorry David, but I am unable to see the exact time and date the disconnection was requested. It's surely a serious concern, I am surprised to see that there were multiple disconnection requests earlier also.  
  
Just to confirm, you haven't placed any such requests, even earlier?
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David, 22 Dec. 2024 , 02:51pm
No. I have never request to disconnect my phone. I am under contract so would be liable to pay a large fee.

David, 22 Dec. 2024 , 02:52pm
Is there something you can advise to stop this happening again?

David, 22 Dec. 2024 , 02:53pm
I'm pleased to say my phone is now working again so thank you for helping with that. I am now just worried that this could happen again, as I rely on my phone for my job

Soaif Ali, 22 Dec. 2024 , 03:04pm
Great to know that your phone is working now!  
  
I see that there were requests placed on, 19/12/2024, 17/04/2024 and 15/04/2024  
  
To be honest, I suspect this is done by someone who have access to your phone, My O2 app and your password.  
  
Because all these requests were placed via call and the calling team does a security check before making any such move and clearing the security check isn't easy without the above access.  
  
I would request you to please change your My O2 password.  
Here's how to change your security question:  
1. Log in to MyO2 App.  
2. Click on your profile on the top right.  
3. Click on Security & Privacy.  
4. Click on Change security question.  
5. After changing the details click on Save changes.  
  
Please take care of yourself from such attacks, David
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David, 22 Dec. 2024 , 03:08pm
Please can you raise this with your fraud department as no body had access to my O2 and no body knows my passwords. I will change my password as advised but I can assure you that no one has called on my behalf that has access to my information. Perhaps it is a fault on the system? Please can you raise this as a concern or inform me how I can make a formal complaint of this issue.

David, 22 Dec. 2024 , 03:10pm
Surely if it is done by phone you would still have recording of the call on 19/12/24?