Missing audible credits?

[Jocko]

Hi.

Due to a new contract with virgin/O2, I was offered and took up a years free Audible membership. This started on 26/2/22.  I have not used any credits since it started. 

My expectation assuming my sums are correct is that I should currently have 9 credits, 1 per month from 26 Feb to 26 Oct inclusive. However I only see 6 credits showing on Audible. 
I thought i might have been mistaken about this so I actively monitored the credits this month. Until yesterday my audible account showed 6 credits and next credit due on 26 Oct. But today my balance is still 6 credits but next credit due has changed to 26 Nov!
Something is not adding up here. I cannot see any way to view a detailed history of credits being applied on either the Audible or the O2 site to identify what might be happening.
Are you able to help me clarify what's going on please? 

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

[MI5]

@Jocko 

AFAIK you get 6 free credits max.

If you use one, you will get another etc but never more than 6.

[pgn · Accepted solution]

All to do with Audible Rollover Credits, @Jocko.

https://www.audible.co.uk/legal/conditions-of-use :

1. c. Rollover Members are allowed to rollover a certain number of unused Credits ("Rollover").
1. i. Monthly Memberships. 1 Book Monthly members may rollover up to 6 unused Credits to the next month of membership and 2 Book Monthly members may rollover up to 12 unused Credits to the next month of membership. If in any given month a monthly member has more than the permitted number of Rollover Credits, the additional unused credits will automatically expire. Note that Credits purchased through iOS do not expire.
2. ii. Annual Memberships. 12 Book Annual members may rollover up to 6 unused Credits to the next year of membership and 24 Book Annual members may rollover up to 12 unused Credits to the next year of membership. If in any given renewal date a member has more than the permitted number of Rollover Credits, the additional unused credits will automatically expire.

[MI5]

Yep, thought so.

[Jocko]

Thanks this was the reason. Thanks also to MI5 for similar info. I contacted audible who confirmed this as the issue but restored the missing credits as a gesture of goodwill. Result.

Great community, the help was much appreciated.