New customer, OLD voucher…?!?

[rpascott]

I was a pay monthly customer with vodafone for 6 years, but decided against renewing my contract, and decided to move to PAYG on 02 because most of my friends are on 02 and the network coverage is better and the bundles are better and cheaper. I purchased a SIM card on monday with a £20 top up voucher.  I successfully registered my sim and was given my new mobile number. I logged into the app to enter the 16 digit top up voucher to add my credit. The voucher code on the receipt is [Removed] and the serial number is [Removed]. I was repeatedly given a VOUCHER CODE INVALID message on the screen. I tried to call 2202 to add my voucher, but was getting the same problem. I went straight back to the store where I bought the voucher, and I asked for a new voucher, or my money back. The assistant in store told me that all top up vouchers were non-refundable, and that I would need  to speak with my network provider if I had a problem. They rudely refused to help me, or give me my money back. So I now have no voucher and no credit on my account, despite spending £20 and I’ve only been customer for a few days! I have also begun the process of porting my number over from my old network. Everything I have explained here, I have written down in a letter and sent it to my local o2  store, and I included the top up voucher with the letter, in the hope that my credit will be applied to my account, but I’ve had no response to my letter, and I cannot afford to go out and purchase another £20 voucher, I am on a monthly salary so get paid once a month, so I can’t buy another voucher until the end of October. I am asking for some assistance, given this situation. I would usually top my account up with my debit card, but I am currently without a card because I am in the middle of switching banks and a new debit card is still to arrive

[Bambino · Accepted solution]

@rpascott This is a customer community. We can't help with account related issues. The Pay & Go customer service number is 4445 which is free from your mobile, or 0344 8090222 from any phone.

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Cleoriff]

@rpascott 

Just to add to the advice from @Bambino, you won't be able to top up with a card immediately yours arrives. Your first first top up has to be by a voucher.

Guide How to Top Up (PAYG) 

[madasaf1sh]

@rpascott 

Out of curiosity where did you buy the sim card and voucher from? As if the voucher doesn't work then they should be able to issue you a new one, or as @Bambino  says contact customer services and they should be able to help, but you would need the voucher details... 

It might be worth popping to your local o2 store to see if they have received it, as you have sent money in the post, and it may have been lost.