Pay as you go swapped to pay monthly. What happens to my existing balance?

[Mumis90]

Hello, My 90 year old Mum has had an O2 pay as you go sim for years.  It seemed to be costing her a lot so I finally managed to persuade her to swap to a Pay monthly sim still with O2.  I was told her existing balance would be carried across as she was keeping her number. However there is no sign of the £15.13 and I’m being transferred from pillar to post on the phone.

Has anybody got any advice.

thank you.

[MI5 · Accepted solution]

@Mumis90 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[Mumis90]

Thank you, I’ll give it a try.