As previously posted by @Marjo
If a customer no longer wishes to stay with O2 and they have remaining credit left on their account, the credit can be refunded in the form of a cheque. The customer would need to call the pre pay team to request this.
Q: At what point does the customer have to call to request the refund?
A: The PAYG team confirmed that the refund can only be processed on an active account. As soon as the refund is processed the account is disconnected and the number can’t be ported out to a different network.
If the customer would like to leave O2 and keep the number they would need to use all their remaining credit before porting out.
When the customer calls to get a PAC Code they are advised that if they don’t use the remaining credit before the number transfer, it will be lost as O2 can't issue a refund on disconnected pre-pay account.
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