Disappearing credit?

[Donna7821]

Hey all. 
I’m a new customer. 
I picked up a Sim with £10 credit on it, inserted into my phone, got my number etc. 

I then tried to send a text to a friend (came us as not delivered) my credit showed up as 20p. Thought it was a bit strange but I went and topped up another £10.. tried to send the text again. 
Again it wouldn’t deliver and I watched my credit literally going down in front of my eyes, back to £0 again. 

Anyone know why that has happened. 
Already regretting my choice of provider, at the moment 🥴 

[TallTrees]

Hi there @Donna7821 

I will give you a contact for O2 on social media you can send them a message if that suits you

or other contact below that.  Customer Services will need to look into that for you

Social Media Teams
If this helps and it works for you the
Social Media Teams will be on hand just
send them a message
https://o2uk.co/O2CFB
https://o2uk.co/O2CTW
https://o2uk.co/O2CIG
O2 Facebook
O2 Twitter
O2 Instagram

Guide: Coronavirus Community Help and Support 

[Donna7821]

Thank you. I’ll try that. 
fingers crossed 🤞🏼 

[TallTrees]

Thank you @Donna7821 

Hope they can sort it out for you.....come back here if not and we will try again.

Best wishes TallTrees

[MI5 · Accepted solution]

@Donna7821 

Credit is exchanged for allowances.

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

What's included in allowances here Guide: Your Allowances - what is and isn't included