O2 Steals my PAYG Credit!

[sc489]

I had to call O2 today to reconnect my O2 number I keep for emergency use in the car since I haven't made a call for few weeks. The phone was reconnected OK but O2 have reduced my credit to zero. This is normally called theft. I'll be calling O2 to reinstate the credit. O2 should send a message to a user's  registered  email address reminding users that they need to make a call to keep their number active.

[Enlli · Accepted solution]

If your PAYG phone was disconnected for none use I would suspect it was more than a few weeks

You are actually lucky to get your number back in those circumstances

From Terms and Conditions 

. Our Rights to Bar or Disconnect Your Mobile Phone

• 7.1. If you do not carry out any chargeable activity at least once in any 6 month period your Mobile Phone will be disconnected and you will lose any remaining credits balance on your Account. If you wish to be re-connected after this time you will be given a new Mobile Phone number.

[Bambino]

@sc489 Just to add to the advice from @Enlli, 'chargeable activity' no longer includes sending a text. You must make a chargeable call to keep the number active.

[MI5]

@sc489 

Your credit will be reinstated but it can take 24 to 48 hours.

With it being the weekend, it may not be until Monday.

[sc489]

I've been using texts to keep the account active and certainly within 6 months which might explain why it was disconnected. Where are the T&Cs which define this and how are customers supposed to know the policy has changed?

[sc489]

I've used texts within 6 months but Bambino says you have to make a call.

[madasaf1sh]

@sc489 

It has been that policy for years, and the chargeable element has been calls only for a couple of years now, all the terms can be found by clicking on the Terms and Conditions link, at the bottom of every page.. (Not that difficult to find).

As soon as you activated the sim card, you are assumed to have read the T&C's before topping up and using the sim card.

[sc489]

I've been wading through various O2 documents specifying terms and conditions. 

For Classic PAYG here https://www.o2.co.uk/help/pay-as-you-go/classic-pay-as-you-go O2 says:

If you don't top up, or add a Bolt On at least once in any six month period, your mobile will be disconnected and you'll lose any credit on your account. 

However, the T&Cs here https://www.o2.co.uk/termsandconditions/archive/mobile/classic-pay-as-you-go-terms-and-conditions make no mention of the need to use the phone or top up every 6 months. It's not stated whether 'using' the phone means a voice call or SMS message or data use.

This is most unsatisfactory. What are the actual T&Cs for Classic PAYG? I wish to complain to O2 but can't find a contact form or email to do this.

[Cleoriff]

@sc489The first link you posted are the current T&C's. If you notice on the 2nd link you see the word 'archive'. This means they have been filed away in the archives.

If you wish to make a complaint then follow the info here.

https://www.o2.co.uk/how-to-complain.

Using Resolver is seen as helpful with complaints.

[sc489]

No - the first link is not the T&Cs and the second link is the T&Cs referenced from the first link so are in force