@carwyn
The rule is that you make 3 payments on time and in full and you can then request the refund on your 4th bill.
If it has been credited, you will see it under recent payments (in left side panel) if you follow this guide to the end Guide: How do I get to the 'Download Bill' page?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
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