On June 28 I phoned 202 to get a better deal than my ex-VM SIM-only renewal price, and was offered a reasonable deal - £10 for my existing number and £8 for an additional SIM for my wife, the latter discounted by 20% to £6.40. I was told I had 28 days to text LOYALTY to 21500 to get this discount. The first hitch was that the new SIM for my wife she promised never turned up, and I had to ring 202 and ask for another (came the next day!). My wife put in in her phone and texted LOYALTY to 21500 and got a message saying 'Got it! We need to check a few things to confirm eligibility. A communication will be sent within 3 working days to your mobile number'. 3 working days went by, No 'communication'. Meanwhile my wife's PAC from her old provider had been processed. Tried again with LOYALTY. Again no result. Tried it from the main phone. Same story. I am beginning to think that the discount was dropped as well as the SIM despatch. The lady did say 'this conversation is recorded to prove I offered the discount'. You'd think there might be something back from O2 saying e.g. 'sorry no can do'.I have tried with live chat but they don't seem to get what I am wanting. Is there an customer service email address or online query form I can use? I am aware the 28 days are passing by. I do understand that £1.60 is not a big deal in the scheme of things, but I am now retired from customer service/financial governance and I have the time to chase it up.
