Not receiving credit for rewards

[Anonymous]

I have £3.50 in rewards. I have texted CLAIM to 50202 several times but it is not being credited. The same happened last month. I then went online to claim it as extra credit. The amount disappeared from my account but got lost in the ether before reaching my phone. I was in the middle of moving home at the time so couldn't be bother chasing it up. My son also had money in his rewards a\c. I texted CLAIM from his phone to 50202 and he immediately received the credit and a text confirming it. Why is it not working for me?

Many thanks

[jonsie]

Good question but not one we can answer unfortunately. The only way to get this resolved is to speak to customer service or possibly try the live chat option.

[MI5]

Contact link if required http://www.o2.co.uk/contactus

[Anonymous]

ok, thanks. Tried that earlier, at 8:00pm it told me live chat was only available between 7:00am and 11:00pm, lol. Guess I'll just have to keep trying.

[MI5]

Someone else has mentioned issues getting hold of live chat tonight too.
Best to keep trying or call 4445

[Anonymous]

You could put your concerns here and they will I'm sure resolve this for you.

http://www.o2.co.uk/how-to-complain/complain

[Anonymous]

Customer Service would probably be the best bet though as the timescales for a response from the Complaints Team are usually around five working days.

[MI5]

The timescales are probably so long with all the people making trivial complaints rather than saving that route for the more serious stuff that CS can't easily sort out 😞

[jonsie]

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@MI5 wrote:
The timescales are probably so long with all the people making trivial complaints rather than saving that route for the more serious stuff that CS can't easily sort out 😞

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So very true...