Not eligible for £10 free credit on £10 big bundle?

[Pipsquish]

Hi folks, 

I've just received my £10 big bundle SIM, and I activated it today by topping up £10 online. This has definitely gone through and the £10 has been used up on the bundle. 

However, when I texted FREE10 to 21500 to claim my £10 free credit, I received a text saying this offer isn't for me. 

I tried calling customer service to query this, however they put me on hold while they looked at my account, and then cut the call and sent me a push notification advising my balance is £0. 

Can anyone advise? I can't see anything in the terms that would exclude me from claiming this offer (ie I'm definitely within the 28 day limit - I only ordered the SIM this week), and I've completed the requirements (ie topping up £10 and texting from the new SIM) to do so.

Thanks in advance.

[Cleoriff]

@Pipsquish 

I'll tag @O2Emma one of our account advisors. Hopefully she will be able to help.

[O2Emma]

Hi @Cleoriff I can look into this thanks.😀

[O2Emma]

Hi @Pipsquish I will need to send you a private message to look into it for you.

[Cleoriff]

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@O2Emma wrote:

Hi @Cleoriff I can look into this thanks.😀

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Thanks @O2Emma.