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?

[Dave-O2]

Hey @MI5,@jonsie,@Cleoriff 

I'm bumping this thread to provide some clarity on the above topic.

I've checked in with the relevant contacts and confirmed that you can get a refund on Pay & Go in limited circumstances e.g. where you switch providers using a PAC or STAC code, you will be entitled to a refund of prepaid credit.

Further details can be seen mainly on point 3.3 in the service terms here

@Mateusz_ Can you please drop me a PM with your mobile number and i'll take a closer look at your query?

[Cleoriff]

Thanks for the clarification @Dave-O2 👍