Unknown credit on PAYG SIM

[siiiilky]

Is there anyway of speaking to someone in the UK? Over an hour on the phone with Manilla and the 7th or 8th person I have spoken to. I have had varying levels of crap, mostly completely made up, and every time I get transferred I have to start from the beginning and explain again.

Essentially the PAYG SIM my daughter uses is showing £85 credit that shouldn't be there. All I want to know is why, I certainly haven't paid it as far as I can can see from my bank statements. This should be a simple query to answer surely? I've had someone say it was paid in last month, but mostly they just put me back in the call queue.

We're all currently with O2, I will be moving all our accounts somewhere else based on this customer service experience.

[MI5 · Accepted solution]

@siiiilky 

This is a customer to customer community, not O2.
You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) 

[siiiilky]

I'm aware this is a customer community, I am trying to contact O2 but they appear to be completely useless.

I don't use facebook, twitter, or instagram.

[MI5]

You'll need to call then @siiiilky 

Guide: How to find help & contact O2 

Once connected, ask to be put through to a UK call centre.

[Oxonian]

@siiiilky 

Of course, there might not be an answer to this. Another O2 user might have been trying to top-up their mobile online and have simply typed an incorrect mobile number - that belonging to your daughter ! 

[MI5]

That's clearly the most obvious but I think @siiiilky wants confirmation from O2 that the top ups are legitimate.

For info, you will keep the credit regardless as there is no facility for O2 to refund credit on a PAYG sim.

[siiiilky]

I finally got through to someone who didn't just immediately put me back into the call queue. Credit has been there a while apparently, put a block on any further payments, will use it up then move to another provider.

The service provided over the phone was absolutely appalling, it was a simple query, and I was getting very irate at people just making stuff up and then getting whacked back on hold to have to explain the entire thing again to another person who had zero interest in helping and just wanted rid of the call.

[Enlli]

If you are thinking of moving do try some PAYG SIM cards on other networks to see which has the best reception for you.

There are few PAYG options out there

[pgn]

And, @siiiilky, while O2 will transfer credit from one to another O2 PAYG account, they will not transfer a penny to a competitor's, or dependant virtual operator that uses O2's network's, PAYG SIM. And as @MI5 has said above, the money cannot be returned to the owner of the SIM as a refund, as no mechanism exists for that for PAYG.

[Oxonian]

@pgn 

@siiiilky has said (above) that he "....... will use it up then move to another provider".