balance owing from pay monthly account to my pay and go account

[smithy2]

i bought a new phone and changed my account from pay monthly to pay and go.i had just over £25 in my old account.this hasnt been transfered to my new account.i  have spoken to various poeple about this and was assured that it would be transfered.that was 6wks ago and it still hasnt been transfered.can somebody please sort it out

[MI5]

Hi @smithy2

You will need to keep onto customer services or make a complaint as we are all customers like yourself on here.

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

[jonsie · Accepted solution]

Normally that should have been returned to your bank account within 7-10 working days. You need to persist in calling customer service. You can also make a complaint here...

https://www.o2.co.uk/how-to-complain

Using Resolver from that link usually gets good results.

[Marjo]

Hi @smithy2 How are you doing today with this? Sorry to hear that the balance hasn't transferred yet. 😞 I'm going to send you a quick PM (private message here on the forum) shortly to discuss in more detail, to see if we can help speed things up on our end. Please do check your PMs when you get a moment.