Solved: Auto top up

Grandad5 · ‎27-11-2017

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

MI5 · ‎27-11-2017

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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Cleoriff · ‎27-11-2017

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

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MI5 · ‎27-11-2017

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

jonsie · ‎27-11-2017

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

Click Here For Social Media Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

Marjo · ‎29-11-2017

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?

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