When my £8.70 (former Virgin Mobile) SIM only contract expired, I got a message from O2 saying it was going up to £18.79 I think. On June 28 I rang 202 and spoke to a lady saying I was thinking of leaving, and asked if I could get a deal. She found me a deal for £10, and asked if there was anyone else in the house with a mobile, as she might be able to add a second O2 number. I said my wife could switch from EE PAYG so the lady offered me a second line at £8 but - she said - with 20% off making it £6.40. All we had to do was text LOYALTY to 21500. Once her EE number was ported we did this on 7th July from the phone with the additional SIM. Back came a message:
Thanks for your text. We just need a few more details and then you're good to go. Please can you send us the keyword LOYALTY, your existing phone number and all additional Pay Monthly Phone numbers to check your eligibility
We sent a message like this
LOYALTY first number 07504 123456 additional number for 20% discount is 07849 456789
We got back this
Got it! We need to check a few things to confirm eligibility, a communication will be sent within 3 working days to your mobile number. Thanks.
Well, it's 8 days later, nothing back, and bill showing as £10.13 + £8.80 (not £10.00 + £6.40 as expected)
Have we screwed up with the LOYALTY message? The lady (whose name I noted) said that the call was recorded to back up the 20% discount. I don't see any live chat option on the website. What should I do?
