unsuccessful top-up

[Anonymous]

I am on pay as you go sim. I decided to switch tariff from Text and Web to Classic yesterday.and top-up 10 pounds immediately because the credit is very low. 

This morning, I check the balance via My O2, it still shows the original create, which is the credit BEFORE top-up. BUT I've already received the email said that the top-up was succeed , and O2 already deducted 10 pounds from my bank account, however, nothing happened. I couldn't make any phone call because it is still run out of credit so I have to top-up again. There are 10 pounds credit missing. I try to

1) call the customer service  +44 (0)113 272 2000 - out of office out

2) send email to feedback@o2.com - automatic replied by Spanish !?? I can't read it. seems the email cannot be delieveded 

3) call 4445 more than 5 times, waiting for ageeeeeesssss around 7 mins each time, the line is "busy asusual" as they said. I feel so annoying about the 4445 customer service   

anyone got any idea what's going on with the missing criedt?  I've been using O2 for 5 years, it's first time happned to me. 😞 😞 😞

. 

[MI5 · Accepted solution]

Only CS can fix this for you.
You can also try live chat http://www.o2.co.uk/contactus

[Cleoriff]

Hi @Anonymous Try to call someone tomorrow on 4445. They are open from 8am-6pm. Don't use live chat....talking directly to an advisor is usually the best way to solve account issues....

[MI5]

8.13am is the best time to call

[Cleoriff]

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@MI5 wrote:
8.13am is the best time to call

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That was live chat...

[MI5]

Was that the time live chat successfully sorted out your new account ?

[Cleoriff]

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@MI5 wrote:
Was that the time live chat successfully sorted out your new account ?

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Indeed it was. However there was very little for them to sort. I told them what I wanted. When I wanted it to start. How I wasn't interested in anything else and that this was the third simo contract I had taken out. He was very efficient...but then I gave him all the info he needed. There were no issues or problems to resolve...

[MI5]

Splendid, I'm sure they can also find a missing tenner too.
Shouldn't be too difficult for them

[Cleoriff]

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@MI5 wrote:
Splendid, I'm sure they can also find a missing tenner too.
Shouldn't be too difficult for them

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One can always hope....