Refund on PAYG

[Remittub]

My wife passed away last February and her iPhone has still got credit.  Is it possible to have this credit refunded or transferred to another number ?

[MI5 · Accepted solution]

@Remittub 

Sorry for your loss.

Please see help here https://www.o2.co.uk/help/account-and-billing/bereavement

[Remittub]

Thank you for your help MI5 - much appreciated !

[Remittub]

I contacted the Bereavement Team, but was told that a refund was only possible if the phone number was disconnected.   As 2FA (Two Factor Authentication) is a current concern regarding receiving messages (containing a verification code) to gain access to websites, I was not willing to have the number disconnected.  I feel that this is a ridiculous stance by O2 - why can't a number  remain connected for incoming messages even when the phone has no credit ?

[Phone97]

Hi Remittub I’m really sorry for your loss my condolences to you. With Pay as you go unlike like with Pay Monthly SIMs.
You need to keep it top up and make a chargeable call once every six months. If not the number will disconnect and get recycled by O2. I’m not sure why the bereavement team were saying the number needs to be disconnected for you to get a refund.
Once an number is disconnected I don’t think you can get a refund and number needs to be active for you get a refund from the bereavement team I believe. Once an pay as you go number hasn’t been used for six months the SIM will expire and O2 takes back the number for recycling. I hope that helps.