Offer on topping up not working

[Mariam]

Hi. I received my payg sim yesterday and I made a top up of £10. According to the envelope it came in, if I were to text “FREE10” to 21500 by 04.12.18 then I would get another £10. I did it but I only received a text saying that it doesn’t apply to me. I have read the small print in the envelope and there shouldn’t be a reason why it wouldn’t apply to me.
Also, according to the envelope, if I were to text “Triple” to 2424 by 2 January 2019, I would get triple of my allowance. And I did text. But I got no response and no change in my allowance. Why is that?
Please help.
Mariam

[Cleoriff · Accepted solution]

Hi @Mariam

The only people who can tell you why you aren't eligible are O2 customer services.

Call them on 4445 and check it out.

(It may be an old sim and the offer is no longer available)

We are all customers like yourself so you really need to call customer services

Best of luck and welcome to the forum

[jonsie]

This seems to be a reoccurring problem which was supposed to be fixed.

It's this the Classic tariff?

@Martin-O2 @Marjo @EmilieT

[lukerobinson]

This is a common problem, i had this problem myself.

You need to call customer services and they will apply it manually

[Marjo]

Hi @Mariam, how are you getting on with this, did you manage to sort out the topup offer with customer service in the end?

[Mariam]

Hi. So, before I could call O2, they tripled my balance and credited me with £5 free credit. Not what it said on the envelope but still happy. 😁