Missing Top Up

[Normski3]

Hi. I have added £25 to my pay as you go sim, via the App. However only £15 has been added to my phone. I do not have any bolt ons. I have tried speaking to O2 via live chat but have been told that they can not deal with pay as you go queries and that I will have to call. However the phone belongs to my elderly mother in law and I do not have access to it, I would therefore have to ring on a landline and occur further costs.

Please can someone advise, as this is not the first time there have been issues with tipping up.

Thanks

[jonsie]

What tariff is she on?

Possibly £10 taken for allowances if she has been put on a Big Bundle

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

[Normski3]

Hi jonsie.

Thanks for your response, she is on talk-a-lot tariff.

I just wondered whether it was an issue anyone else had encountered.

Thanks

[jonsie]

O2 have been known to remove people from the old tariffs onto the big bundles where you pay every month

Personally I would ask customer service what has happened to her tariff

[Breanna]

Were you able to get through to customer service about this @Normski3?

[Normski3]

Hi Breanna. I tried contacting them through Facebook, but they have not responded to my DM.