N/A, 04 Jan. 2025 , 04:56pm
How can I help you today?
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Ruby, 04 Jan. 2025 , 04:56pm
Hello. I really need help. My phone was stolen on 14th December. I went to get a new sim on 15th December. When I set my phone up it said I have ran out of data 14 days into the month (could be because I used the data to do the iPhone update).  
So for the following week I was buying bolt ons. It became abit suspicious because shortly after buying the bolt ons I was getting texts to say 80% of the data has gone and I wasn’t using it as it was turned off and I was connected to WiFi. There was a few instances where I bought some then was out of the house trying to go on my online banking and it didn’t work so I had to go home to use WiFi. The data kept going without me using it.  
I then on 24th dec morning bought another bolt on 4G at 08:03 when I had got in from a night shift. I turned my data off while I was in the house to save it for over Christmas as I was using the WiFi and needed the data to last in the event of an emergency. At 08:07 I received a text saying that I only had 2.97gb left although it was not turned on. I continued to not turn it on to test it as I was in the house for the rest of the day. At 17:49 it stated that all of the data has gone despite not being turned on.  
On 25th dec I received a text at 11:38am stating that I am £137 over my £10 SIM card bill this month already.  
Since this day I have not bought any further bolt ons or used data (as I have not had any).  
My bill is now on 4th Jan 10 days without adding any extra data £264 due on 10th January.  
I do not understand how I am being charged for data that has not been used and no additional extras bought on my sim.  
I urgently need help with this as it does not make sense. Could it be that my old sim which was stolen on 14th January is still being used??  
It is technically impossible for me to be charged for something without it being switched on.

O2 Virtual Assistant, 04 Jan. 2025 , 04:56pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 04 Jan. 2025 , 04:56pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ruby, 04 Jan. 2025 , 05:07pm
07896601352

O2 Virtual Assistant, 04 Jan. 2025 , 05:07pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:08pm
Data & Usage 📈

O2 Virtual Assistant, 04 Jan. 2025 , 05:08pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:08pm
Can you please read the above concerns

O2 Virtual Assistant, 04 Jan. 2025 , 05:08pm
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 04 Jan. 2025 , 05:08pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:08pm
Data not working

O2 Virtual Assistant, 04 Jan. 2025 , 05:08pm
[Rich Content]
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O2 Virtual Assistant, 04 Jan. 2025 , 05:08pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:09pm
No

O2 Virtual Assistant, 04 Jan. 2025 , 05:09pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:19pm
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 05:19pm
[Rich Content]
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O2 Virtual Assistant, 04 Jan. 2025 , 05:19pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:19pm
👎 No

O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:20pm
Speak to an Expert

O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
[Rich Content]
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Ruby, 04 Jan. 2025 , 05:20pm
It’s about my Account

O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
Thanks! 🙏
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O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
Please can you confirm your full Name
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Ruby, 04 Jan. 2025 , 05:20pm
Ruby Doyle

O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ruby, 04 Jan. 2025 , 05:20pm
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 05:20pm
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], 04 Jan. 2025 , 05:29pm
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!  
  
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