N/A, 06 Jan. 2025 , 11:35am
How can I help you today?
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Anna, 06 Jan. 2025 , 11:35am
Good morning I got contract from pay as you go I had 28£ on account +9£ rewards this month on 4.01 I wanted to know if tou can refunded ? Thanks

O2 Virtual Assistant, 06 Jan. 2025 , 11:35am
Thanks for messaging with O2.
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O2 Virtual Assistant, 06 Jan. 2025 , 11:35am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Anna, 06 Jan. 2025 , 11:36am
07999096895

O2 Virtual Assistant, 06 Jan. 2025 , 11:36am
[Rich Content]
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Anna, 06 Jan. 2025 , 11:36am
Billing & Payments 💷

O2 Virtual Assistant, 06 Jan. 2025 , 11:36am
[Rich Content]
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Anna, 06 Jan. 2025 , 11:36am
Top Up

O2 Virtual Assistant, 06 Jan. 2025 , 11:36am
[Rich Content]
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Anna, 06 Jan. 2025 , 11:36am
My top up hasn't worked

O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
[Rich Content]
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Anna, 06 Jan. 2025 , 11:37am
Pay Monthly

Anna, 06 Jan. 2025 , 11:37am
I'm a new customer

O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
[Rich Content]
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Anna, 06 Jan. 2025 , 11:37am
It’s about my Account

O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
Thanks! 🙏
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O2 Virtual Assistant, 06 Jan. 2025 , 11:37am
Please can you confirm your full Name
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Anna, 06 Jan. 2025 , 11:37am
Anna Jop

O2 Virtual Assistant, 06 Jan. 2025 , 11:38am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Anna, 06 Jan. 2025 , 11:38am
Yes

O2 Virtual Assistant, 06 Jan. 2025 , 11:38am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Anna, 06 Jan. 2025 , 11:38am
Good morning I got contract from pay as you go I had 28£ on account +9£ rewards this month on 4.01 I wanted to know if tou can refunded ? Thanks

Info [Automated], 06 Jan. 2025 , 11:53am
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 06 Jan. 2025 , 12:08pm
We just wanted to let you know you're almost there! Hang tight, an agent 👩‍💻 will be replying to you in a flash ⚡
[Sent]

Info [Automated], 06 Jan. 2025 , 12:12pm
You are now connected to Nikita, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Nikita will be replying in a few minutes.
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Nikita, 06 Jan. 2025 , 12:17pm
Hi Anna! I apologize for the wait time. My name is Nikita, thank you for waiting while connecting with us through O2. I hope, you are doing good today.  
  
I see, I have checked your pay monthly account with the number ending with 6895, but there is balance showing in your O2 account. Can you please let me know if you have the balance which you are referring to in your pay as you go account?
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Nikita, 06 Jan. 2025 , 12:22pm
I hope we have not caught you at an odd time. I do not mean to rush you, just checking if you can help me with the above details?
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O2, 06 Jan. 2025 , 12:58pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 06 Jan. 2025 , 12:59pm
[Rich Content]
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Anna, 06 Jan. 2025 , 01:10pm
Yes, continue ✔️

O2, 06 Jan. 2025 , 01:10pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Anna, 06 Jan. 2025 , 01:11pm
Hi I got contract from pay as you go I had 28£ on account +9£ rewards this month on 4.01 I wanted to know if tou can refunded ? All together I had a 34£

Anna, 06 Jan. 2025 , 01:16pm
Before I went to contract I had that money on my account now I cant see them anywhere. I thought this all will be refunded.

Anna, 06 Jan. 2025 , 01:16pm
Could you check the history of balance on my 02 pay as you go?

Anna, 06 Jan. 2025 , 01:16pm
Is the same number

Anna, 06 Jan. 2025 , 01:22pm
Anyone there?

Info [Automated], 06 Jan. 2025 , 01:24pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Anna, 06 Jan. 2025 , 01:25pm
Ok

Act as Soaif Ali and paraphrase the query back to the customer with a question confirming it