Solved: New tarrif, missing credit.

princetrancy · ‎27-11-2018

I'd run out of data, and the day was my top-up renewal day. I was on the £10 big data bundle, and decided I needed more data so I switched my tarrif to the £15 one. I got the text saying that O2 were chaning my tarrif and I thought it would be done instantly, so topped up £15. Turns out it wasn't instant, it took the £10 of my credit, leaving me with £5 remaining, but the thing is I still don't even have the £10 bundle on my phone so I've lost £10 somewhere, and no data/calls/texts to show for it. Any way I can get this back or will it automatically be topped up when my tarrif is successfully switched? Also how long does that usually take?

MI5 · ‎27-11-2018

It's because you did it all on the same day your tariff was due to renew so the system got confused.
Call 4445 and explain and they will do it manually for you.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

View solution in original post

MI5 · ‎27-11-2018

It's because you did it all on the same day your tariff was due to renew so the system got confused.
Call 4445 and explain and they will do it manually for you.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

EmilieT · ‎03-12-2018

Hi @princetrancy, and welcome to the forum! How are you getting up with your top-up since you last posted? Is it all sorted now, or do you need some further help?

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