Topped Up, but didn't receive allowance.

[Anonymous]

So I am on O2 Pay & Go Go Go and I topped up £10 on Monday. It is now Wednesday and I still cannot access the 1000 texts, 150 minutes and 200MB I was promised in the text that I received shortly after topping my phone up. I have also been given an extra 150MB of data on top of that but I still haven't received any of this! I have spoke to several O2 Gurus and found that they hadn't helped in the way I was hoping. As you can imagine, I am very annoyed that I topped up and received nothing DESPITE the fact O2 had told me I received it and that the £10 I topped up was deducted. Does anyone know why I can't access my allowance or how I can use it? Many Thanks.

[jonsie Level 94: Supreme · Accepted solution]

Your best bet is to speak to customer service rather than the dubiously named Gurus. Customer service will resolve any issues and recredit any incorrect charges.

[macblank Level 15: Gaining a Reputation]

Is this a new sim card? If so you may need to register and set up the plan

If a currently used sim. Defo call cs to get it looked into. Can u log into... MYO2
As it should (?) Show up the credit

Have u tried re entering the voucher code? From memory ur told the voucher has been added and what ur balance should be and when it runs out. So if u didnt get that... try redoing code

Alt.... remove ur battery whilst the handset it on
Remove the sim... give it a quick wipe

WAIT 30SECS then put back n turn on. Then try balance again

Hope this helps

[Anonymous]

The same thing has happened to me. and after being passed to three different people, who supposedly could help me with my problem, I still havent got anywhere. I ran out of creditsover the Chrisymas period and topped up my rolling account by £30.00 but didnt get any allowances and after ringing o2. i was told they couldnt be put back on until 17th Jan but if I changed my tarriff to £13.30 per month, it would go on immediatly. so this I did, on the 8th Jan. up til now the credithas not been added to my phone and to top it all just got a text to sayI was running out of credit and to top up againby£13.30 to receive my allowances on the 17th Jan WHAT IS GOING ON. All I want now is to have my money put back into my bank and I will go to another provider. Thanks o2!! I f thats how you treat loyal customers, then I dont want to know.

[Dempsey]

iv topped up omn wednesday and didnt receive my credit its sunday now and no one about to sort it out 

[MI5 Level 94: Supreme]

@Dempsey 

This is a customer forum so we can’t help, sorry. 

You’ll have to persevere with customer service http://www.o2.co.uk/contactus

[jonsie Level 94: Supreme]

What tariff are you on? Big Bundle or Classic?