Danni, 13 Feb. 2025 , 03:02pm
I was told i was getting a £20 goodwill credit and I haven’t received notification yet thanks

O2 Virtual Assistant, 13 Feb. 2025 , 03:02pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 13 Feb. 2025 , 03:02pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Danni, 13 Feb. 2025 , 03:03pm
07591812049

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
[Rich Content]
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Danni, 13 Feb. 2025 , 03:03pm
Something Else ❔

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
[Rich Content]
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Danni, 13 Feb. 2025 , 03:03pm
Something Else ❔

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
[Rich Content]
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Danni, 13 Feb. 2025 , 03:03pm
Pay Monthly

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
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, 13 Feb. 2025 , 03:03pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
[Rich Content]
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Danni, 13 Feb. 2025 , 03:03pm
It’s about my Account

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
Thanks! 🙏
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O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
Please can you confirm your full Name
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Danni, 13 Feb. 2025 , 03:03pm
Danni Lee

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Danni, 13 Feb. 2025 , 03:03pm
Yes

O2 Virtual Assistant, 13 Feb. 2025 , 03:03pm
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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Info [Automated], 13 Feb. 2025 , 03:04pm
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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Danni, 13 Feb. 2025 , 03:04pm
I was told i was getting a £20 goodwill credit and I haven’t received notification yet thanks

Soaif Ali, 13 Feb. 2025 , 03:06pm
Hi Danni, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account.  
I am sorry that the credit hasn't been added yet.  
  
Actually it is waiting to get approved, be assured I have personally sent it to my manager, he will add and approve the same.  
Below are some mandates we need to share while adding credit, you can have look or skip it if needed.  
  
The credit will either appear in the 'Recent Charges' section of your bill under 'Other Charges or Credits', or in the main bill under 'Other Charges and Credits'.  
It will adjust in your next bill.  
This will normally appear on your account within 48 hours; however, this will be longer if the credit is requested at the weekend as these requests won’t be received to be uploaded until the Monday and processed on the system on the Tuesday.  
If the credit request is received on a Friday, Saturday or Sunday then these will not start to appear on your account until the Tuesday of the following week.  
You will also get a text once the credit has been applied.  
  
If you have any other questions or requests, just let me know!
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Danni, 13 Feb. 2025 , 03:07pm
I was told it was 48 hours and now it’s been longer

Act as Soaif Ali and suggest the next best response saying, you will be glad to know that I have got your credit approved in real time. The credit is been reflected on your account now, hope that was an instant resolution . Response should be acknowledging and empathetic