New Customer, Clarification about my Pay Monthly Tariff and PAYG balance!

[JacobTest2001]

Hello all, I got my SIM from O2 today intending to have the £10 per month 10GB rolling plan, upon opening the O2 app, I was instructed to top up so I did the minimum of £10, by doing which I thought I was paying for my pay monthly tariff I'd applied for, but it just put £10 in my PAYG balance which quickly reduced to £8 for some reason, then I had to fork out another £10 just to get the tariff I wanted!

Now I have my tariff but I have the £8 + £10 from a promo (so £18) stuck in my PAYG balance that I am unable to use, I was wondering if I can use this in any way, the bloke over the phone seemed to think that it would charge my PAYG balance for my monthly tariff at renewal, however I'm unsure about this as it had me paying again even though I had topped it up with a tenner which was enough to pay for the plan!

I've found the whole process a bit confusing and I'm only 22, god knows how elderly people understand this...

[MI5]

@JacobTest2001 

Rolling plans top up from your registered card, not your balance.

You need to call 4445 to get your balance refunded.

[JacobTest2001]

Thanks will they refund it though? I've seen people on here say no refunds - I'm still unsure as to why it prompted me to top up and not just buy the tariff for the SIM card I'd ordered, very poorly worded on the app and hard to understand for newbies with this stuff, led to me making an unnecessary purchase!

[MI5]

In this case they should refund @JacobTest2001 

[JacobTest2001]

Phoned them and they said they can only process a refund when I leave so will have to get it back when I'm done with the plan, only wanted it for a few months anyway hence not going for a contract, annoying but these things happen

[MI5]

It'll be a nice leaving gift for you then @JacobTest2001 👍

[Oxonian]

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@JacobTest2001 wrote:

Phoned them and they said they can only process a refund when I leave so will have to get it back when I'm done with the plan, only wanted it for a few months anyway hence not going for a contract, annoying but these things happen

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@JacobTest2001 

Can you move over to a Big Bundle for a month, and them move back again ? A Big Bundle is slightly different as it uses the credit on your PAYG "account" rather than a recurring payment method. 

Having checked in the last couple of minutes, I seem to have the unfettered right to move back and forth between Big Bundles and Rolling Plans so that might be an answer. 👍