Did not receive top up

[Anonymous]

Hi....I just topped up 30 pound and didn't receive my top up let alone the extra I was promised! I'm furious!!!!!

[jonsie · Accepted solution]

You need to contact customer service, we are all customers on here.

How did you top up? Online?

[Anonymous]

Hi @Anonymous and Welcome to the Community Forum.

When you performed the top up you should have received a text confirming the top up.

Some Payg tariffs deduct an amount to pay for your monthly allowances.

If you roped up by a shop keep the till voucher as proof.

If by card look at your mini statement.

Look in your My02 either via the O2 app or online to see if the credit is sat on your Payg account.

The extra credit is probably virtual credit which is used up before your own credit applied.

Calling O2 Customer Services on 4445 should help clarify what's happened.

[jonsie]

An online top up should produce an email straight to the email address entered.