Paid for credit, got nothing

[Anonymous]

Help! I am in Australia, on pay as you go, I got a text saying 'welcome to o2 roaming', then phoned the top up number, paid £20, got a text saying I have paid, then try to make a call, text, use data but cannot, then get a separate message now saying I have zero balance. I checked my bank and £20 has been taken from my account. I am also finding it very difficult to get in touch because of the time difference the chat support is always offline for me, and I cannot call because I have no credit. I also cannot find any email contact method despite there apparently being one. Sorry if I am missing something here but what am I supposed to do??? I am at least able to send this thanks to a friend's wifi! Many thanks for any advice, this very frustrating and have not been able to call or text anyone for Christmas 😞

[Cleoriff]

Hi @Anonymous

If you are unable to call then you have to use Live chat. There is no email contact for O2

This is a customer led forum and we have no access to your account.

https://www.o2.co.uk/contactus

[gmarkj]

It may be that the credit was taken for a bundle, or used by mobile data as you are roaming.
Try using the chat option as suggested above.

[MI5]

Login to your MyO2 and change your tariff to the classic PAYG whilst you are abroad.
Use live chat now and ask them to switch your bundle back to credit as it’s no use to you.

[MercedesS]

Hello @Anonymous

We are sorry to hear about your bad experience when roaming. Did you get it fixed?

Please let us know if we can help you more! We hope to see you around 

Thanks @gmarkj, @Cleoriff and @MI5 for the help 

[Anonymous · Accepted solution]

Finally managed to get a live chat going and discovered that the entire £20 was used up in under a day  but apps running in the background! I had not used any internet services consciously and forgot that Data is used even when you are not browsing etc when mobile data is on, and I hadn’t switched it off! I feel a bit stupid but it’s a harsh lesson learnt and won’t do it again! 

Thank you all so much for your responses and hope you had a great Christmas.

[jonsie]

Glad you got it sorted out and all the best for the New Year 😁 

[Cleoriff]

As you say @Anonymous, it was a harsh lesson learnt. So you wont do it again. Pleased it's sorted now though and Happy New Year to you...:smileywink: