Top up

[b4u2]

Hi
Is it possible to cancel a top up for a full refund please?
If yes then how?

[Cleoriff]

Hi @b4u2

Not usually. You could ring customer services on 4445 but I'm sure they will say no

[MI5 · Accepted solution]

If you haven't used any of it you can ask customer service to refund it but it will cancel the sim completely http://www.o2.co.uk/contactus

[MI5]

As previously posted by @Marjo 

If a customer no longer wishes to stay with O2 and they have remaining credit left on their account, the credit can be refunded in the form of a cheque. The customer would need to call the pre pay team to request this.

Q: At what point does the customer have to call to request the refund?

A: The PAYG team confirmed that the refund can only be processed on an active account. As soon as the refund is processed the account is disconnected and the number can’t be ported out to a different network.

If the customer would like to leave O2 and keep the number they would need to use all their remaining credit before porting out.

When the customer calls to get a PAC Code they are advised that if they don’t use the remaining credit before the number transfer, it will be lost as O2 can't issue a refund on disconnected pre-pay account.

[EmilieT]

Hi @b4u2, I hope @Cleoriff's and @MI5's replies above answered your question, but if you're after any other info please do let us know