O2 appearing on transaction. No help given

fake_smile

Excuse me if I am not in the correct topic but I have a problem.

I am an O2 customer (pay monthly) and have been for 2 years.

Recently I was checking through my bank statement and saw 2 payments on there for £9.99 each. The payment description was O2 Online Order.

The reference numbers the bank have given me, O2 do not recognise as belonging to them. O2 have said they will look into it and get back to me within 5 days. The bank are reluctant to do anything until O2 have finished their investigations.

O2 have hinted that this payment could be a possible order I have placed using their website. However I have not made any orders. I have been glancing because my contract is due to expire though.

It's so infuriating as every time I call I am being palmed off, now they are saying it is for games I have purchased however they do not know what games, and said this is only a possibility.

How can they just assume, they told me 100% its for games I have purchased then told me it is not.

For the record, I havenot purchased any games and I live alone. So no one else uses my phone.

Has anyone experienced seeing O2 Online Order on their transactions?

JuicyJesus

If you don't recognise the transaction, dispute it with your bank. You do not and should not need to contact O2 at all. Your bank will sort it.

fifeken

Have you been overseas recently? O2 recently charged me for a roaming package I don't recall signing up for.

fake_smile

Only back in June. It's not appearing on my phone bill, its come from my bank.

They are still asking for a GED reference, bank hasn't a clue what that is so it seems I am just stuck in limbo.

Fraud team have taken over and cancelled card. They provided me with the ip addresses of the devices that took the payment and they are both registered to O2. It is infuriating me that they cant accept that they have taken this payment

JuicyJesus

Why are you speaking to O2 still? They won't want to know and you are effectively just wasting your time. The bank should be the ones giving your money back. You aren't stuck in limbo, you're just calling O2 and getting involved in a process that, realistically, is none of your business for no real reason.

Call bank, report as fraud, card cancelled (you are here), get money back. Simple as. Don't bother calling O2 again because it is just a waste of your time.