Credit?

[MissMaximus]

On my 02 app about a year ago it said I was in credit, (I'm on contract) I think it was in the option where you can upgrade your phone, now the app has upgraded, can't find anything about me being in credit and it was a lot of money, Now where can I find it? What does this credit mean? Can I use this credit? 

[MI5]

@MissMaximus 

Any credits on your account would have been used to pay your bills rather than taking it from your bank account.

If the credit has now been used, your direct debit will be reinstated to take bills from your bank.

[MissMaximus]

But it has always automatically took my bill out of my bank account, so it has never been used for my bills and when I last checked it was in £800 credit, so where can I get help with this? 

[Cleoriff]

@MissMaximus 

You need to call customer service.

Call 202 from your mobile or 0344 809 0202

If you have no access to a phone then use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[MI5]

@MissMaximus 

What was the reason for such a large credit?

[MissMaximus]

Can't get through, the automatic operator won't let me through, tried what you have said, call about 15 times with 15 different options! Why can't I talk to a proper advisor??? What has happened to 02 guru! This is terrible, really need to talk to an advisor! If I can't get customer service, might have to pick another service

[MissMaximus]

Thats why I am here, to find out why

[MI5]

@MissMaximus 

@O2Emma will be on here shortly.

I'll ask her to help you.

Hang on for a message from her around 3.00pm

[MissMaximus]

Thank you, much appreciated 🙏 

[MI5]

You're welcome