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Charge to Mobile

YMF
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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. 

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Martin-O2
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Thanks for the mention guys. I'll raises this with the team to see what I can find out. 

 

@YMF, @liggerz87 I might need some details on this, if so I'll drop you a quick private message. wink

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liggerz87
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Ok no worries we'll I found out I have a limit of 32 pounds but yet when I try buy a gta shark card for 30.79 it declines I spoke to Xbox to see if they limit it or something and they do not also I did ask O2 customer service if they can remove the limit said would take a few days to see but I'm not sure if the limit has been removed thank you
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YMF
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@Martin-O2 Thanks it would be great if you could find out what is going on. I’ve spoken to so many people now but have got absolutely nowhere. The fact that O2 staff seem to know very little about it makes me wonder how well used it is. Boku assure me it is all active and working at their end. I’m as certain as I can be that my phone is working ok as I get all other service messages from O2.

Here’s hoping you are able to find out what is happening.

Yvonne

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Martin-O2
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No problem guys! Leave this with me and I'll get back to you once I have more info. wink

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YMF
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I've finally got an update to this issue thanks to @Martin-O2 and O2 guru Joanna. Currently you cannot purchase a one off itunes voucher but the monthly subscription version is working.

 

Boku have just said that the one off version is not available but have not made it clear if that is due to a technical hitch or just because they are not providing it. Joanna will let me know if there are any further updates to this.

 

Without this forum I would have given up ages ago but have now successfully set up my monthly subscription for an itunes voucher so thanks to all that helped.

 

Hope this info helps

Yvonne

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MI5
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Glad you got sorted.
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.

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Martin-O2
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No problem @YMF! I'm happy to hear that whilst you can't yet do the one off purchase you've found a good work around. Thanks for taking the time to come back and update us on this. smiling

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jonsie
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That's good for those who are happy or use monthly subscriptions and lets hope they sort out the one-off payments 😃

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Triniwin
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I absolutely agree Jonsie. I wanted to buy an ITunes voucher as a gift to a family member, so a monthly subscription won't do.... although I too am glad that it has been sorted for Yvonne.

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Triniwin
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.

Message 20 of 34
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