Have I "lost" my Reward points balance by switching from PAYG to Monthly

[Ann1e]

I think I may have lost my reward points when I switched, 2m ago, from PAYG to Monthly.  I've had texts reminding me to save them, or use them, but can't then get into that page as "O2 Rewards is just for Pay As You Go customers."  

Has anyone had this experience too?

(BTW, trying to do a chat and no-one available!)

[Anonymous]

Have I lost my reward points changing to paying a monthly bill

[MI5 · Accepted solution]

According to the T&C's you lose any rewards when leaving PAYG (ignore the title of this link) https://www.o2.co.uk/termsandconditions/rewards/pay-and-go-rewards

[Ann1e]

Thanks MI5!  Yes, kinda understand this, but will push it with O2, particularly because this was not mentioned by the seller in the store when I changed my contract.  Had he said anything, I would have converted my £ balance into a voucher so as not to lose out.  I'll post further when I get their response.  Meantime, thanks for responding.  

[MI5]

Let us know how you get on with this please.

[jonsie]

I wish you good luck with this. If you don't get a sympathetic adviser you might want to think about a complaint even though the terms are quite clear.
https://www.o2.co.uk/how-to-complain