Auto Top Up - don't make me laugh, well seriously you couldn't.

[Anonymous]

First I had a 'live chat' - well two actually. It seems that even though I 'pay monthly' I'm actually on Pay and Go.

I thought I left a complaint/question online last night. Another waste of my time because back came the email

"Thanks for your email, but we have now shut down our email support
service.

Don't worry though, for instant help speak to us on Live Chat, where
we'll try to solve your issue straight away." Oh Really?

O2 have you left your customer service in the back of a shed or black hole somewhere because it's definitely not on your website.

This is the message I thought I had 'submitted' - after submitting it said it would be dealt with in 24 hours!

"Ref online 'Chat' with Ervin on August 7th between 5.35 and 6.09pm - Transcript printed off. I topped my phone up online today by £25 and immediately received a text saying my Calltime balance was £27.01. Having done that I noticed the suggested Auto Top Up facility on your website and decided to register for this. My choices were that £25 would be debited to my debit card once my Calltime balance was below £5. However I then immediately received another text saying my Calltime balance was now £52.01 - which was something I neither wanted nor expected! I received an email at 17.07 "one more thing to start your auto top up". At 17.29 I received an email saying my £25 top up had been successful with an amount of £25 taken from my account on Friday 7th August at 17.03.06. This email also 'told' me about the new Auto Top up with a link provided - but I had already followed a similar link on your website after topping up. According to Ervin he could see I had registered for Auto Top Up - but I cannot find that on My O2. He also told me "Let me explain you, because whenever you'll register for an Auto Top Up you'll be charged for first time and it would be for your payment details validation itself" Ervin could cancel my Auto Top Up "however amount can't get back in to the account". Explanation please. Where will I find it written that by registering for Auto Top Up for future payments that the amount will be taken immediately?"

Anyone else gone through registering for Auto Top Up to find the 'Auto Top Up' amount is taken straight away?

I know £25 is not a large amount but it should have stayed in my bank account until my Calltime balance fell below £5. Good way for O2 to make interest on its bank account!

[jonsie]

I've never used it myself but to me, I can't see anywhere that states top up will be taken again when registering.

http://www.o2.co.uk/termsandconditions/other-products-and-services/auto-top-up

Maybe make a complaint to O2 here : How to complain

It's run by Mi-Pay and contact details are here : https://www.mi-pay.com/get-in-touch/

• COMPLAINTS

  • 14.1 We want to give you a great service. However, if you are unhappy with any aspect of this online top-up service then please contact O2 Customer Services. Pay & Go – Top-up Privacy Policy This online top-up privacy policy explains how all personal information collected via this online top-up service is used by O2's supplier Mi-Pay Limited (MIPAY). Please read it carefully. If you have any queries or requests concerning your personal information please write to Mi-Pay Limited, ReD House, Cemetery Pales, Brookwood, Surrey GU24 OBL.

[Anonymous]

I hate to say it but when you sign up for auto top up on the 1st page you state the day/date and £££ then on the 2nd page it says "When you press “Submit” we’ll process your first £££ top up immediately, and set up your auto top-up going forward". I do agree with you customer service is pants. I'm disabled and can only top up onine, yesterday i tried 8 times (8) to web top up my phone. Each time it said payment failed. I even tried 4444 O2 said it must be my card. Rang my bank not my card. I ended up registering for auto top up just to get credit on my phone. I have now cancelled Auto top up. I hope you get it sorted. O2 CS is crap they still wont admit its their problem, their excuse was (this is a transcript from actual conversation)

We've below business rules for Top-Up using debit/credit card. Please check if your Top-Up was unsuccessful due to one of the below business rules.
Jim: 1. You can have up to three different cards registered to your phone at a time. Or you can use one card to Top-Up two different phones.
Jim: 2. Our business rules only permit a maximum of two mobile numbers per card. You can use two different mobile numbers to Top-Up using your current card.
Jim: 3. You can top up by a card with up to £100 within a 30 day period (across 2 accounts if they wish), but the maximum you can Top-Up is £30 every 24 hours.
Jim: 4. Three cards can be associated to one phone in a 30 day period and there is no limit to the number of cards that can be associated to a phone in it's lifetime.
Jim: 5. If the card is a Master Card being used on a new mobile number, you can only Top-Up a cumulative £20 in the first 30 days (£20 max between 2 accounts if you wish, but not in the first 24 hours of the cards use). When this time has passed, you'll be able to Top-Up as per the normal business rules.

I am a personal customer with a Pay & Go SIM not a buisness customer. Says it all really

[Anonymous]

My mistake was thinking nothing had changed. Couple of years ago when I tried to set up Auto Top Up I couldn't because my balance at the time was low - meaning I would have to do a regular top up first!

Still think it is very wrong for O2 to show a link to Auto Top Up immediately after a 'regular' online top up and in email acknowledging 'regular' top up. Both of which give the distinct impression that Auto Top Up would only kick-in once the just made payment was reduced to the 'chosen level'. 

[Anonymous]

I agree with you completely. I think maybe a change of supplier for me when this month's bundle is finished.:smileywink: good luck, I hope you get your refund don't give up make a strong complaint.

[Anonymous]

Here's something interesting which I should have recalled sooner.

When I click on the email link "one click away from getting automatic top-ups for your mobile"

This is what I get

Something's gone wrong....

We’re updating our auto top-up site.
We won’t be long. Come back later and the site should be up and running again.
Top up now by calling us on 4444 from your mobile (it’s free). Or go to o2.co.uk/topup to see the many ways you can top-up.

Am I signed up for the damn thing or not because, according to the live chat, I am, but on MyO2 I still have a list of top up options available which I shouldn't have?

I'm too old for this.

[Anonymous]

Think I'll be taking my phone business elsewhere too.

[gindygoo]

Call 4445 tomorrow (I think they're open Sundays) and talk to a real person. Live chat aren't very good for any account related queries.. Sorry for your problems is horrid when things go wrong.