I thought I was going mad too. Went round in circles 3 or 4 times, and even when I called up and spoke to one of the O2 people they didn't offer any help. Pretty poor when their Help Page explicitly says you can download and print last 6 months - and I need to for one of these money-back schemes.
Come O2 - get the finger out.
Their solution - to post them out to me and very generously not charge me for it. Thanks and no thanks. Just get it sorted. The Other thing they told me was that it would get reported, but it would need a lot of people to report it - well looks like they have.
