lost remaining balance when sim reactivated

[ReidK]

We keep a Nokia phone as an emergency/occasional phone and it hadn't been used since around summer 2019. The sim no longer worked and so on 12th September I phoned 4445, gave the SSN to the lady I spoke to and she told me that the sim would reactivate in 1-24 hrs, that I should make a 1 min call when it did and that my balance was £35 and xx pence This figures because it was topped up for my youngest daughter who was going to France on a school trip. There was still a problem 24 hrs later on the 13th September and so I phoned 4445 and thankfully the phone is now working. However, the gentleman I spoke to said my balance was zero. I would like to know what has happened to my £35 and to be reimbursed please.

[Cleoriff · Accepted solution]

@ReidK 

I'm afraid you need to contact O2 on 4445. This is a community forum and as members like yourself, we have no access to your account.

[ReidK]

Hi Cleoriff, thank you for letting me know.

[Cleoriff]

You're welcome @ReidK . Best of luck!