Confused about pay as you go and bolt ons

[Anonymous]

Hi,

I am on a pay as you go where I pay £10.00 per month and this includes free calls, texts and data. A couple of week ago I ran out of data allowance, so I bought a £2.00 bolt on, but I had to put £10.00 on as O2 would not except anything less. However what I found was that every time I made a call or sent a text it would come off the extra £10.00. I have recently bought another month of my usual £10.00, but my extra £10.00 is still being used up. I don't understand why if I have free minutes and texts why am i having to pay from the extra £10.00 I put on. I am paying for cals and texts that I shouldn't have to in my opinion. I would be grateful if anyone could tell me why, as it is very frustrating.

Thank you.

[MI5 · Accepted solution]

That shouldn't happen like that at all.
You'll need to call cs on 4445 to get that looked at and the money credited back to your sim.

[Anonymous]

Hi M15,

Thank you for your helpful reply, I will contact them. I just wanted to check first in case I had misunderstood how PAYG and Bolt ons work.

Julie

[MI5]

No you haven't misunderstood.
Any remaining additional credit should just remain on your account for you to use for further bolt ons or any calls outside of your allowances.