Deposit

[Abbie11]

I paid a deposit on my phone when first starting the contract. I am aware after paying successfully It will appear in my airtime account and I am then able to get this back as a refund. I rang last month after paying for 3 months as it appeared in my account. They then denied this and said i can this month. Although looking at the money in the airtime account, this is less than what I paid initially as a deposit. Is this correct or would I need to call up?

[Abbie11]

For two months I have not had to pay for the airtime as it’s come out of the deposit, so I was confused as to why I was denied the refund as it is in my account. But when adding the airtime amount to the money there it does equal the deposit amount. Thank you for your help!

[Cleoriff]

@Abbie11 

Your deposit will be returned on your 4th bill. (If there is anything to return as you say it's been used to pay airtime)

You need to call O2. All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[MI5]

Strange that a transfer was denied when the money was in your account @Abbie11 

Maybe @O2Lisa can check in the morning if there is an issue with it?

[Abbie11]

I thought so too. I rang initially last month as it was in my account, the lady said she would refund me the money. She left a voicemail to say I need to ring up again and give across my bank details as I didn’t have a direct debit for the money to go into or something along them lines. I rang back up, another woman answered and she denied the refund. Was very confused and tried explaining it was the 4th month but she said next month. Just was very confused by it all. Thank you for your help anyway, it’s very appreciated.

[jonsie]

Totallt wrong, the money is appearing as a credit on your account and you can insist it's paid back into the donor bank account

[O2Lisa]

Morning all, thanks for the tag @MI5 

I'll message you privately @Abbie11 and we'll look over your account for you