topic Cancel top-up in Pay Monthly

Cancel top-up

Anonymous — Mon, 09 Oct 2017 11:26:48 GMT

Hi everyone,

I accidently purchased a £30 top-up for my PAYG whilst updating my credit card details on my O2 website. All I wanted to do was to update my credit card details really. Any ideas how I can cancel this £30 top-up? I had £20 left on my phone prior to this top-up.

Thanks for your help!

Re: Cancel top-up

Cleoriff — Mon, 09 Oct 2017 11:39:04 GMT

Hi @Anonymous I think you will need to speak to customer services https://www.o2.co.uk/contactus

Re: Cancel top-up

jonsie — Mon, 09 Oct 2017 11:40:09 GMT

The only way is to contact customer service on 4445

Re: Cancel top-up

Anonymous — Mon, 09 Oct 2017 12:03:07 GMT

Thanks. Already have 🙂

Re: Cancel top-up

Cleoriff — Mon, 09 Oct 2017 12:06:07 GMT

@Anonymous wrote:
Thanks. Already have 🙂

Good I hope it's sorted now?

Re: Cancel top-up

jonsie — Mon, 09 Oct 2017 12:08:02 GMT

Did they cancel the top up and recredited your account or say there is nothing can be done?

Re: Cancel top-up

Martin-O2 — Mon, 09 Oct 2017 15:05:10 GMT

Hey @Anonymous are you able to provide us with an update on this?

Re: Cancel top-up

Anonymous — Tue, 10 Oct 2017 08:51:31 GMT

I called O2 customer service twice and they cannot do anything to cancel my purchase. They advised me to try call my bank to cancell the payment but were not sure if this would be working.

I mistakely thought that it was a legal requirement for companies to offer a cooling-off-period of minimum 14 days and am therefore very surprised that there is no option to return a top-up.

My only options are to use up my newly pruchased allowance or to loose it all before moving to a new network provider.

Re: Cancel top-up

jonsie — Tue, 10 Oct 2017 12:44:25 GMT

I was afraid that they would not recredit you. It's usually the case that top ups can't be cancelled even if the wrong number has been topped up pin error.

Re: Cancel top-up

Martin-O2 — Wed, 11 Oct 2017 13:04:41 GMT

Sorry to hear that @Anonymous. I just had a quick scan of the PAYG terms of service and it's mentioned there that refunds wont be provided on mistaken topups. If you wish to pursue this a complaint might be the way to go as I don't think customer services are able to help in this situation.