O2 Credit Agreement Right to cancel

Chrome020

I hope this is the right forum, sorry if I'm wrong.

In early November O2 sent email communication to me explaining due to terms and conditions changes I have the right to cancel, either cancelling both my Airtime Agreement and Device Plan Agreement or just cancel the airtime and keep the device plan on my account and keep paying for it as normal.

I called O2 late November to process this and told the advisor I would like to cancel the airtime but keep the device plan on my account, I was placed on hold and the advisor came back and said it was all done.

The next day I received an email saying I owe O2 £467.80 and that the bill would be generated in 2 weeks from that date, I immediately called customer service to explain I have received the device plan bill when I shouldn't have done, being placed on hold again I was told that I would get a call back, one week later no call back so I called them again and was told communication has been sent to the relevant dept and I'll get a call back, that's 1 week today and no call back.

Today I have received the generated bill that needs to be paid by 24th December, I can't afford to pay it and I'm scared I'm going to have debt collections chasing me and having my credit file marked for missing payments.

O2 I feel are just ignoring this, where can I take this to get this fixed and addressed? I have already sent in a complaint to o2 two weeks ago.

This has also happened to other O2 customers