Auto top up

[Grandad5]

I do a monthly auto £20 for my granddaughter this month it has been taken out of my bank account but only £16.75 has been topped up so her allowances haven't reset why is this

[Cleoriff]

@Grandad5Not sure why this is. You could contact customer services to check? https://www.o2.co.uk/contactus

[MI5 · Accepted solution]

Most likely scenario is that she had run out of allowances and was using the credit before the anniversary date when the bundle was due to renew.
This can be confirmed by customers services if unsure.
http://www.o2.co.uk/contactus

[jonsie]

Is it possible she has made some calls outside her allowances or received a premium text? 

[Marjo]

Hello @Grandad5, how are you doing?

As others mentioned above, using credit outside of the allowance could explain this. You can see the bundle allowances and standard rates (when you use up all the allowances) on this page on the O2 website.

• Calls cost 35p a minute
• Texts cost 15p each (excluding picture or premium messages)
• 50MB of data costs £1 a day

Would this explain why the allowances didn't reset in your granddaughter's case?