topic Re: Credit gone instantly in Discussions & Feedback

Credit gone instantly

Anonymous — Tue, 21 Apr 2015 22:40:29 GMT

Guys i just bought a pay as you go and the credit came through £10 so i sent one text..in a split second it tells me my balance is £0.00 ! ...any ideas?

Re: Credit gone instantly

Anonymous — Tue, 21 Apr 2015 23:05:15 GMT

I had exactly the same thing happen I was told its mobile data taking credit even been charged for 4gb of data since Saturday yet data is turned off so are background apps and I'm connected to my wifi at home so no need for mobile data. I've had £20 taken for charges for data and texts. I added the big bundle even waited till it said it had been added before I topped up, then was charged £10.00 for texts sent because my bundle wasn't put on. I've got no where with customer services and they haven't even apologised or offered a refund as good will gesture. They blame me and make up excuses. I've only been a customer 3 weeks I'm on the verge of changing back to old network for my £40 in topups all I've got is bad attitudes and the blame for there mix ups. I don't think they even value customers anymore.

Re: Credit gone instantly

Cleoriff — Wed, 22 Apr 2015 06:56:39 GMT

Hi @Anonymous

What tariff are you on?

There are two PAYG tariffs. You could be on either of these.....Big Bundle or Big Talker. Have a look at the link... (it will explain more fully)

http://www.o2.co.uk/tariffs/payandgo

We can't see your account or usage so it's best you look in MyO2 to check yourself http://www.o2.co.uk/myo2

Alternatively you could call 4444 (top up line ) and choose option 2 and then 2 again. This will tell you what bundle you have and how many minutes/sms/data. It will also give you your anniversary date (when you get the bundle every month).

Incidentally when you top up your money is taken immediately but your credit remains for you to use

Re: Credit gone instantly

jonsie — Wed, 22 Apr 2015 07:32:08 GMT

Depending on your tariff money is taken straight away to pay for your text, minutes and data allowances. Check in My O2 but it sounds as though you have a Big Bundle tariff. You can change it if you want to in my O2 on the next anniversay date in 30 days but if you want the credit back and just pay for what you have used so far, then you need to speak with customer service. Any decision on that is at their discretion.

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 07:41:19 GMT

Hi guys, thanks for the help.Turna out they have taken my credit because i am on Big Bundle.I was sold this phone on the understanding it is a pay as you go phone.So what happens at the end of the month period ? I got the phone because i only intend to use it in emergencies ...not happy

Re: Credit gone instantly

MI5 — Wed, 22 Apr 2015 07:43:29 GMT

You need to contact cs and change your tariff to Big Talker. You will keep your credit on that tariff.

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 07:47:03 GMT

At the end of the month you will need to top up again to get the allowances but if you want a tariff that retains the credit then I suggest you change to a new one which is big talker

http://www.o2.co.uk/tariffs/payandgo

Remember to make a chargeable call & text every 6 months so that the sim stays active

Re: Credit gone instantly

Cleoriff — Wed, 22 Apr 2015 08:08:39 GMT

@Anonymous wrote:
Hi guys, thanks for the help.Turna out they have taken my credit because i am on Big Bundle.I was sold this phone on the understanding it is a pay as you go phone.So what happens at the end of the month period ? I got the phone because i only intend to use it in emergencies ...not happy

It is a payg tariff....just not the one that suits you best. You need to change to Big Talker as said ..:smileywink:

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 08:14:10 GMT

Hi folks, ok I have just been onto customer services.They had placed me on Big Bundle even though I bought this phone on Pay As You Go .My understanding of PAYG is that you buy say £10 and that might last you months if you are using the phone only in emergencies.These days at least with this lot apparently this is not the case !
Anyway , I complained via live chat and they removed the bundle and gave me my £10 back and said that I can now just use that until it runs out even if that takes months.
This is something of a rip off I reckon .If it aint PAYG then they should not advertise it as such.
Thanks for the help everyone....I will never get on this network again ,I know that already.

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 08:19:32 GMT

Good to hear you got it sorted.

Yes pay as you go did used to be just that but now with everyone using the Internet on the go more messages than before, tariffs were introduced which allowed you to have allowances like you get on contracts but the freedom to just get rid of the sim whenever you wish without cancellation

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 08:35:25 GMT

Glad to hear you got it sorted.

As other have mentioned they have 'enhanced' PAYG to be similar to monthly contracts in terms of allowance, they do however assume that's what people want, and clearly in this case it wasn't - and I suspect a lot of people still expect to put their £10 on and it be there!

The way round this is for O2 to be very clear about exactly what you are buying, or more sensibly sell all PAYG as just that and you then opt into one of the bundles at your leisure.

Re: Credit gone instantly

Cleoriff — Wed, 22 Apr 2015 08:51:16 GMT

They used to do a basic tariff which did exactly what the OP wanted. until two months ago it was still available

Now it has disappeared...::smileysad:

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 08:53:20 GMT

Like most tariffs, they get discontinued & new ones pop up every few years

Re: Credit gone instantly

Cleoriff — Wed, 22 Apr 2015 08:59:53 GMT

I know...my other half has one of the old Tariffs and is sticking with it. I told him he can't revert back once he moves to something else..:smileywink:

Re: Credit gone instantly

gindygoo — Wed, 22 Apr 2015 09:03:50 GMT

I do think that this should be an opt in rather than it is now, it must confuse a heck of a lot of ppl.

Glad the op is now sorted though.

Re: Credit gone instantly

Cleoriff — Wed, 22 Apr 2015 09:06:46 GMT

@gindygoo wrote:
I do think that this should be an opt in rather than it is now, it must confuse a heck of a lot of ppl.

Glad the op is now sorted though.

Or at the very least made clear that if you move to another new payg tariff...there 'ain't no going back' (in the words of some song or another)

Re: Credit gone instantly

Bambino — Wed, 22 Apr 2015 09:07:49 GMT

The problems brought up in this thread are ones that crop up continuously. Why are the Pay & Go tariffs so misunderstood?

Re: Credit gone instantly

Anonymous — Wed, 22 Apr 2015 09:14:28 GMT

Obviously the advertising isn't clear enough or worded right

Re: Credit gone instantly

gindygoo — Wed, 22 Apr 2015 09:15:30 GMT

I think because ppl assume it'll be like it always used to be, top up and then pay for each call, text or data connection that u make, as u make it.

And if, as I've noticed it's catching lots of o2 members out then o2 should really try to mitigate these problems by having the sim set up to big talker with the option to change to big bundle.

That's just my opinion though.

@Bambino

Charlie.

Re: Credit gone instantly

Toby — Wed, 22 Apr 2015 09:36:20 GMT

Hi guys,

Sorry to hear there is some confusion out there.

Do any of you have an idea of what parts are especially confusing? I'll feed any of your observations back to the rest of the team to see if any re-wording is needed on our site.