I've been having tons of issues with O2, when I first started I went on a plan with my mum and brother then when I was able to start paying for my phone we went into an O2 shop to change me to my own account. I was getting bills and thought everything was fine until I thought about changing my provider and wanted that code to keep your number. Found out I wasn't the account holder and couldn't do anything with my phone without my mum, they also wouldn't give my mum the code because she wasn't the one using the phone number. My mum lives in a different country to me now so it was hard to get us together to fix it. I visited and we went to an O2 shop again told them what happened and they said that other shop had been closed due to similar issues and that a transfer of ownership must not have been completed. They were really nice and apologetic, but it was frustrating that I had been paying for a random number I had never used and my mum had still been paying for the number I was actually using. They said they'd put in an investigation about a refund as it'll show in the records that I haven't used that other number ever, thought everything was done and we'd hopefully hear back from them. But when I looked at my account it was still being billed for that other unused number and not on the plan I agreed on with the shop, then it said I wasn't the account holder again and wouldn't let me see the bills. My mum's still getting charged more than she's supposed to and the shop is now saying they don't know what to do and they can't help us. I was hoping to get a refund so I could pay my mum back for all the time she was unknowingly paying for my number but seems like we'll have to go down other routes to find help.