Just copy/pasted the email I sent to O2 complaints.
To whom it may concern,
I have ongoing issues with top up of my mobile, number xxxxxxxxxxx.
A month ago, my e-topup card failed to work.
After a lot of time spent trying to resolve the problem, I gave up on it.
My husband then successfully topped up my credit on the due date of 22nd from the O2 website, using his Visa debit card.
He tried to top up again on the 22nd of this month using exactly the same method, and the payment was rejected, despite ample funds on the card.
There was as message indicating that the cause might be the top up may have reached its limit, when in fact I had run out of credit.
I spent some time on Saturday 22nd June trying to resolve this issue from the chat facility on the O2 website. (transcript attached as pdf)
We tried various options suggested, including attempting to top up by phone and all failed with the same result.
We were told the issue would be resolved within 24 hours.
My husband tried to top up yesterday Sunday 23rd and again today Monday 23rd and neither online or phone top up methods worked, using his Visa Debit card.
Today, I tried to top up using my own bank card which also failed, and Bank cards are different as I have a different bank than my husband.
Today, after a 30 minute telephone conversation costing me in the rate of 5p a min to my landline phone, I was passed from person to person and each time I asked to speak to the complaints department.
The last person I spoke to was male, sorry I cannot recall hearing his name as the first few minutes of his speech were rather muffled.
I suggested using my bank card and he said he would stay on the line to check the outcome, again the outcome was just the same error as my husband’s bank card, I have a different bank card and completely different bank to my husband.
It was then suggested that I buy a £15 top up voucher to see if this would work, sadly it topped up my phone but my simplicity bolt on has not kicked in, and so again I am using the balance on my phone.
What has annoyed me is the empty promises from your staff, and this is not the first time I have been lied to by members of your staff.
While on the phone today I explained the phone had used what little credit I had on the phone so how was I to contact anyone while out and about the male then said ‘I will give you 100 texts and 100 call minutes’.
Regards xxxxxxxxx
