topic Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number in Pay As You Go

I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Mateusz_ — Mon, 15 Jan 2024 11:45:06 GMT

I transferred my O2 number to a different network.

My balance was £11.41, and I wanted to get a refund. <=====

I called 0344 809 0202, twice, with absolutely zero progress, while talking with them for 45 minutes in total.

First time, it was all going fine, but the number wasn't yet transferred, so I was told to wait until number transfer completes, and call again to do the refund.

Second time, the number transfer was successful, however, over the phone, I was told it is no longer possible to get a refund, because I transferred my number out of O2, and nothing can be done. They said a bank transfer is not an option, and neither is crediting another O2 number with the amount.

In an O2 shop, I was referred back to customer service over the phone.

On this website, "https://www.o2.co.uk/help/account-and-billing/leaving-o2"

There is a section "I still have credit on my Pay as you go", which says, "when you complete your switch, you can request a refund"

What do I do now, can somebody help?

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Cleoriff — Mon, 15 Jan 2024 11:52:33 GMT

@Mateusz_

You need to contact payment management.

Details here Guide: How to find help & contact O2

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Mateusz_ — Mon, 15 Jan 2024 12:07:29 GMT

This number redirects to

O2 Pay and Go top up service

which is not what I need.

And when I enter my number, it says it's not a valid O2 number, because I'm no longer with O2

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

jonsie — Mon, 15 Jan 2024 12:07:50 GMT

Usually there are no refunds on PAYG

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Mateusz_ — Mon, 15 Jan 2024 12:29:37 GMT

On this website, "https://www.o2.co.uk/help/account-and-billing/leaving-o2"

They say:

"If you have any credit or outstanding allowance when you complete your switch, you can request a refund via bank transfer or cheque. Please pop into an O2 store or get in touch to process your refund."

Does anybody know how to continue? My "myO2 account", has just been deleted.

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

MI5 — Mon, 15 Jan 2024 12:41:47 GMT

@Mateusz_

In that case, the "switch" refers to transferring a PAYG account to an O2 pay monthly account, not changing to a different provider.

No network will refund unused PAYG credit after changing networks.

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Mateusz_ — Mon, 15 Jan 2024 15:03:20 GMT

You might be right, BUT the link contains the words "leaving O2"

https://www.o2.co.uk/help/account-and-billing/leaving-o2

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

MI5 — Mon, 15 Jan 2024 15:09:21 GMT

@Mateusz_

If a forced leave due to a price increase only which would be difficult to prove on PAYG as invariably the allowances go up for the same money rather than in any detrimental effect to the customer.

@pgn sent me a link to the T&C's which state:

1.2 Price changes

If you do not accept the new Charges you are able to simply stop using the services (see clauses 8 and 12 of our Pay as You Go Service Terms for further details) but there will be no refund for unused credit (be that unused allowances or top up), except in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of unused credit. If you continue to use the services you accept the new Charges.

https://www.o2.co.uk/termsandconditions/mobile/our-pay-as-you-go-tariff-terms

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Mateusz_ — Mon, 15 Jan 2024 15:15:13 GMT

Have you read the content of the message you sent me?

No refund for top up, EXCEPT, if you switch providers using PAC code.

And a PAC code, is exactly what I use.

Quote:

"except in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of unused credit."

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

MI5 — Mon, 15 Jan 2024 15:17:31 GMT

@Mateusz_

You're ignoring the precursor to moving due to a detrimental price change.

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Dave-O2 — Tue, 23 Jan 2024 13:50:18 GMT

Hey @MI5,@jonsie,@Cleoriff

I'm bumping this thread to provide some clarity on the above topic.

I've checked in with the relevant contacts and confirmed that you can get a refund on Pay & Go in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of prepaid credit.

Further details can be seen mainly on point 3.3 in the service terms here

@Mateusz_ Can you please drop me a PM with your mobile number and i'll take a closer look at your query?

Re: I can't get a refund for remaining balance, after leaving O2 and keeping the old number

Cleoriff — Tue, 23 Jan 2024 19:32:18 GMT

Thanks for the clarification @Dave-O2 👍