Upgrading my number issues

[Monalithic]

For me to upgrade my number I have to pay £660 for the device plan, so I decided to upgrade via the o2 website. I built a custom plan with a £30 upfront deposit, total fee to upgrade my number was £690.

The payment got taken but the order didn’t go through. The £690 is pending since Thursday. Have phoned o2 and live chatted and they said 5-7 working days for me to receive the refund.

My question is two fold, firstly does it take that long for me to receive my refund and secondly I’m worried if I tried to upgrade again this issue might happen again. o2 does say u can upgrade your number either thru the app, website or by ringing 202

[Cleoriff]

@Monalithic 

I would call O2 to find out the situation.

All numbers are in this guide Guide: Coronavirus Community Help and Support 

[MI5 · Accepted solution]

@Monalithic 

The money is held in a shadow account until claimed by O2.

It will automatically be returned to your cleared funds once the transaction times out, which is typically 5 to 7 days.

Next time I would suggest you call 202 to upgrade over the phone and the advisor can process the payment with you on the phone.