Where has my credit gone ?

[Anonymous]

Last night I topped my Galaxy samsung IIImini and made 2 land line calls lasting a total of 1 minute 35 seconds. Today I have 5 pence credit left- nothing else- ie internet has been used either, and as it is pay & go I cannot call customer service because I have no credit- and live in a rural area with no 02 shops ! The phone is necessary as my partners mother is recovering from cancer and suffers from tupe 2 diabetes so is vital to keep an eye on her blood sugr levels- she rang us a little while ago confused as she had missed her medecine as we could not contact her. The same thing happened earlier in the week- the phone was topped up and all the credit seemed to vanish- I am on a low income wage and cannot afford this Disgrace- and there do not seem to be any Actual people to speak too, or any Freephone contact numbers

[Cleoriff · Accepted solution]

What tariff are you on?

If you are on Big Bundle you maybe need to change to Big Talker

http://www.o2.co.uk/tariffs/payandgo

http://www.o2.co.uk/help/pay-and-go/big-talker

However if all your credit has gone and you are sure it hasn't been used then you need to contact CS as we have no access to your account sadly

http://www.o2.co.uk/contactus

[MI5]

Check in your My O2 http://www.o2.co.uk/myo2
What tariff are you on?

[Anonymous]

Steve here again- My problem was speedily and efficiently resolved via online chat by a wonderful advisor called kim- the new phone needed tweaking and she explained and advised in an excellent manner. My issues were resolved and I was reimbursed with Credit to my Phone. I retract my earlier statement regarding lack of contact, and indeed it was not a disgrace but a Joy to have problem resolved so efficiently in this new- fangled manner. Top Marks to O2

[MI5]

Glad you are sorted and thanks for the update

[jonsie]

Glad you got resolved especially by online chat, your credit returned also so good result 

[gindygoo]

Excellent news. Hope your family member has a speedy recovery.

Charlie.

[Cleoriff]

Good result @Anonymous.:smileywink:

[Anonymous]

Great news @Anonymous ! Lovely to hear you had a nice experience.
We can pass on your kind words if you'd like.
If you dont mind, please send me a private message with the time this was and your O2 number. That way we can make sure we can find and commend the right Kim.