Upgraded with chosen extras, now charged a month later

[Remigans]

Hi all, 

I've upgraded with O2 after being with them for a little over 10 years at this point, I had always had the extras of disney plus and amazon prime since they were available, always had the promotional period of 6 months. Literally never had this issue previously. I did have a look on here but it looks like previous queries have been for those choosing these extras for the first time. 

I've upgraded, new phone new tariff and agreement contract - promotional 6 months of prime and disney plus 'on us' as I did the upgrade process. All good June and July, but now my August bill is around 20 quid higher as the extras have been charged and I'm being advised I already received 'goodwill' from O2 on this.

Have I completely misunderstood something or has a mistake been made on my account? 

Thank you

[madasaf1sh]

@Remigans 

When I have done switch ups and upgrades in the past, you only get to choose One extra, and you can choose another with a discount. 

I would recommend checking if you have signed up for the paid extra or the free extra , this can be done in myo2

To contact o2 use the details in this guide Guide: How to find help & contact O2 

[Remigans]

Thank you, I understand if it should've just been one on my bill as it's paid - however both are being charged as paid extras -.- Currently going through it with customer services, wasn't sure if because I was a customer already with extras, we didn't still get to have the extra promotional period, but that's never been my experience beforehand

[jonsie]

Best way forward is to speak to them

This looks like something you’d need to call O2’s customer service team about – give them a call on 202 or 0344 809 0202

Use the specific Payment management number 0800 902 0217

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm