Charge to Mobile

[YMF]

Hi I'm hoping someone can help to point me in the right direction with this issue.

I've been using O2 Charge to Mobile to buy Itunes codes for 3 years with no issues at all. Over the last couple of weeks I've tried to to buy a £30 Itunes voucher code but with no success. I get as far as the text verification message to my phone to which I respond Y as requested. After that nothing happens, the money does not come off my balance and no matter how long I wait the transaction is not completed. I've not bought a code for some months so I've not requested too many. I've spoken to O2 customer service who had no idea why it isn't working and they checked all was well with my account which it is. They just suggested I try again in a week or so which I did and had the same result. I've also spoken to Boku who say they can see the billable message has been sent but have no idea why it does not complete.

After numerous failures and O2 and Boku assuring me all was well with their systems I tried again but this time bought a £20 Itunes subscription. This time it  worked up to the point where the screen said I had been successful and would receive my emails from O2, the money came off my credit balance but I did not receive the emails from O2 confirming the transaction or my itunes code.  Boku confirmed that my transaction was successful and said I needed to contact O2. I phoned customers services and was surprised that the agent had not even heard of Charge to Mobile and when he asked around the office no one else had either. I had to explain to him how the scheme worked and refer him to the webpage  describing it. He said he had no idea why it didn't work for me anymore but just agreed to refund my £20 credit.

Whilst that was helpful in that I'm not down £20 it does not take me any further forward in successfully buying an itunes code with my phone credit. Boku have said they can't help any further as far as they are concerned their systems are working fine, O2 don't seem to be able to help as I cant find anyone who seems to know anything about the scheme. As I'm on text and web tariff I find buying Itunes codes a useful way of using up my excess credit.

I'm just hoping someone can shed some light on this as I don't know where to go to get help with this. My phone is working normally and I get other texts and messages and emails with no issues. To me it appears that the interface between Boku and O2 is broken in some way but how I can get someone to investigate this I just dont know. 

[MI5]

The only thing I can think of is that O2 no longer support C2M on your tariff.
Try raising a complaint which will get a proper investigation started and hopefully an answer.
https://www.o2.co.uk/how-to-complain

[Cleoriff]

Boku is a charge to mobile scheme https://www.o2.co.uk/charge-to-mobile so it is something wrong with that account. The only people who can help are customer services @YMF

You have to call them again https://www.o2.co.uk/contactus

Or try reinstalling the app...

[MI5]

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@Cleoriff wrote:

Or try reinstalling the app...

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Which app would that be?

[Cleoriff]

I thought Charge to Mobile was available via Playstore. It isn't.. I was wrong...so best to move on and just follow the first part of the advice I gave

[liggerz87]

I got same problem but I'm pay monthly but I bought gta shark cards the 30pound 79 one don't work but I can buy 2 11.99 ones and a 5 pound one I think they limit it iv asked to list the limit of my mobile but won't know till I try again in few days

[jonsie]

I always thought the limit was £30?

[MI5]

I believe it is £30 per billing period on contract, not sure about PAYG, but the OP does say "I've not bought a code for some months so I've not requested too many."

[jonsie]

Perhaps @Marjo or @Martin-O2 or @MercedesS can get some feedback on this and report back.

[MI5]

Yeah, would be helpful.