I can't get a refund for remaining balance, after leaving O2 and keeping the old number

[Mateusz_]

I transferred my O2 number to a different network.

My balance was £11.41, and I wanted to get a refund. <=====

I called 0344 809 0202, twice, with absolutely zero progress, while talking with them for 45 minutes in total.

First time, it was all going fine, but the number wasn't yet transferred, so I was told to wait until number transfer completes, and call again to do the refund.

Second time, the number transfer was successful, however, over the phone, I was told it is no longer possible to get a refund, because I transferred my number out of O2, and nothing can be done. They said a bank transfer is not an option, and neither is crediting another O2 number with the amount.

In an O2 shop, I was referred back to customer service over the phone.

On this website, "https://www.o2.co.uk/help/account-and-billing/leaving-o2"

There is a section "I still have credit on my Pay as you go", which says, "when you complete your switch, you can request a refund"

What do I do now, can somebody help?

[Cleoriff]

@Mateusz_ 

You need to contact payment management.

Details here Guide: How to find help & contact O2 

To pay bills, ask for payment extensions or query bills etc, you need to contact the Payment Management Team.

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support

Best time to call is around 8.00am

[Mateusz_]

This number redirects to

O2 Pay and Go top up service

which is not what I need.

And when I enter my number, it says it's not a valid O2 number, because I'm no longer with O2

[jonsie]

Usually there are no refunds on PAYG

[Mateusz_]

On this website, "https://www.o2.co.uk/help/account-and-billing/leaving-o2"

They say:

"If you have any credit or outstanding allowance when you complete your switch, you can request a refund via bank transfer or cheque. Please pop into an O2 store or get in touch to process your refund."

Does anybody know how to continue? My "myO2 account", has just been deleted.

[MI5]

@Mateusz_ 

In that case, the "switch" refers to transferring a PAYG account to an O2 pay monthly account, not changing to a different provider.

No network will refund unused PAYG credit after changing networks.

[Mateusz_]

You might be right, BUT the link contains the words "leaving O2"

https://www.o2.co.uk/help/account-and-billing/leaving-o2

[MI5]

@Mateusz_ 

If a forced leave due to a price increase only which would be difficult to prove on PAYG as invariably the allowances go up for the same money rather than in any detrimental effect to the customer.

@pgn sent me a link to the T&C's which state:

1.2 Price changes

If you do not accept the new Charges you are able to simply stop using the services (see clauses 8 and 12 of our Pay as You Go Service Terms for further details) but there will be no refund for unused credit (be that unused allowances or top up), except in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of unused credit. If you continue to use the services you accept the new Charges.

https://www.o2.co.uk/termsandconditions/mobile/our-pay-as-you-go-tariff-terms

[Mateusz_]

Have you read the content of the message you sent me?

No refund for top up, EXCEPT, if you switch providers using PAC code.

And a PAC code, is exactly what I use.

Quote:

"except in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of unused credit."

[MI5]

@Mateusz_ 

You're ignoring the precursor to moving due to a detrimental price change.