Virgin and O2 both taking a direct debit

[EMoore1]

April 2022 took out a virgin media mobile phone contract phone £18.50 plus 5GB + Unlimited minutes 36M £9.00 Subject to RPI annual increase is what my order states. 

Email with copy of credit agreement "click here" asks me to log in to virgin media account which I cannot get into as it asks for security key which I do not have. I have credit agreement number, password etc but no record of a security key . Telephoned and constantly put through to O2 who say its not us its Virgin you need to speak to - like I haven't tried this 5 times now. 

Email from Virgin June 2022 states as a freestyle customer (do not know what this means) and a copy of DD for "device loan agreement" at £18.50. Checked emails and cannot see another direct debit agreement for the usage. 

DD of £18.50 take each month from June 22 and a payment of £11.10 or £9.00 taken also each month on a different date. 

Then July last year O2 start to take a DD for £10.54 which then from Oct 23 to date has increased to £23.45. O2 have advised on a recent call I can cancel with them anytime (I thought the plan for 36 months though) but were would that leave me with Virgin? 

I don't know because I cannot speak to anybody, cannot log in to my account and have not received any bills for them for 2 years now. 

[Kath_P]

Hi EMoore1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

Apologies for any confused caused. When you initially took the device and SIM, this would have been on the Virgin Mobile Network. We've since migrated all customers over to O2. You would have received notification of this at the time from both us and O2.

In terms of the device plan, this remained with us and will do so until you've completed the handset loan. We can arrange a reminder of the security key to allow you to log in to view the handset details. I have sent you a direct message to allow us to get some information from you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,