10 GBP Sim Card - no bundle or credit or allowances

[Birken]

I purchased a sim card for 10 GBP in the O2 store, and it was supposed to come with 7 GB data and unlimited minutes and texts. That is what it says on the paper cover, and it's also what I was told in the O2 store.

When I log into my O2, it tells me I have zero credit, and zero allowances:

"NO ALLOWANCE - Pay for texts, calls and data"

What can I do about this?

[Cleoriff]

@Birken 

Your payment is exchanged for allowances

https://www.o2.co.uk/help/pay-as-you-go/big-bundles 

If you have any concerns then call 4445

[Birken]

@Cleoriffcan you explain how I can access these allowances? As I said, when I log in to MyO2, it says I have no allowances.

[MI5]

@Birken 

You need to top up first. 

Guide How to Top Up (PAYG) 

If you paid for this in store you need to go back to the store as they haven't applied it correctly.

[Birken]

Thanks @MI5 . So does it mean I paid 10 GBP only for the Sim Card? And then I have to pay another 10 GBP to access the services that are advertised on the cover? That feels a bit sneaky...

[MI5]

@Birken 

No, not at all.

The £10 you paid should have been used to give your allowances.

[Birken]

Thanks @MI5 ! So back to the store? I already called customer service about this and they insisted that I still have to top up and pay twice, but I felt like I should get a second opinion on that - much appreciated.

[MI5]

No problem @Birken 

Good luck

[Breanna]

Were you able to get this sorted @Birken?

[Birken]

I went back to the store. They had to give me a new sim card, it was not possible to top up the existing one. So I had to give every institution and contact a new number, again. Great. On top of that, I asked several times, at the first purchase and again at the new purchase, whether I would be able to use the bundle's unlimited texts and minutes for calls into the EU. Store staff confirmed this several times. Now it turns out that doesn't work. I can't believe how bad the service is. I went for O2 expecting that a "brand" provider would have a good service, so I pay a bit more but have less trouble. Couldn't have been more wrong.