unhappy new payg customer

[frankiemcstory1]

Tonight i decided to try 02 payg for the 1st time. I planned on buying a £10 bolt on so i topped up with £10. When i tried to buy the bolt on, i was told i only had £9 credit. Before i topped up i made sure my data was turned off. I didnt make one call or text, yet £1 was missing.This seems very suspicous to me,as that much needed £1 will cost me a minimun of £10 to replace.There is no live operater to advise me either. On paper O2 looked better value then what i was used to. But unfortunately the reality is i will have to buy another £10 voucher to replace the missing £1. So it has already cost me £20 and i havent made one call or text yet.

If theres a genuine technical problem to explain the vanishing £1, please let me know asap. Im not a very happy new customer. Please help me be happy again and keep me as a customer.

Thankyou.

[MI5]

We wouldn’t know where you £1 went but if you are on a bundle sim the top up would usually go immediately towards your allowances.
You can call or chat from 8.00am to customer service to find out what’s going on and they will, I’m sure, refund your lost £1.00

[jonsie]

Live chat will be available later this morning and if you explain what's happened they will refund the money for you. Use the chat option on the complaints page as you do have a genuine complaint. 

https://www.o2.co.uk/how-to-complain

[Anonymous]

I would have said it would have been the £1 web daily but if you say your data was off then it can’t be that. Also this isn’t o2 you are talking to but a customer forum. If you call customer service on 4445, hopefully they may refund you 

[antoniosteve]

This exact same thing happened to me this morning, and my phone was even turned off at the time.

[antoniosteve]

Just to confirm, I spoke to them over the live chat, and they did sort it out for me - if you don't have a bundle on the account, the system apparently "reserves" £1, in case you use any data that day. Apparently it gets credited back "at some point", if you don't use any data, but that does interfere with the bundle activation.

Live chat credited £1 to my account to get the bundle up and running after a few security questions and a brief explanation.

[Cleoriff]

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@antoniostevewrote:

Just to confirm, I spoke to them over the live chat, and they did sort it out for me - if you don't have a bundle on the account, the system apparently "reserves" £1, in case you use any data that day. Apparently it gets credited back "at some point", if you don't use any data, but that does interfere with the bundle activation.

Live chat credited £1 to my account to get the bundle up and running after a few security questions and a brief explanation.

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Thanks for the explanation, though I admit, thats a new one on me?

[MI5]

Sounds like a classic PAYG sim not a predetermined bundle sim?

[Cleoriff]

Although it says nothing about the missing £1?

https://www.o2.co.uk/termsandconditions/mobile/classic-pay-as-you-go-terms-and-conditions

[Anonymous]

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@Cleoriffwrote:

Although it says nothing about the missing £1?

https://www.o2.co.uk/termsandconditions/mobile/classic-pay-as-you-go-terms-and-conditions

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It’s the first I’ve ever heard of this as well