N/A, 21 Feb. 2025 , 12:22pm
How can I help you today?
[Sent]

Judith, 21 Feb. 2025 , 12:22pm
Why had my bill increased this month?

O2 Virtual Assistant, 21 Feb. 2025 , 12:22pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 21 Feb. 2025 , 12:22pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Judith, 21 Feb. 2025 , 12:22pm
07702755088

O2 Virtual Assistant, 21 Feb. 2025 , 12:22pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:22pm
Billing & Payments 💷

O2 Virtual Assistant, 21 Feb. 2025 , 12:22pm
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Judith, 21 Feb. 2025 , 12:22pm
Billing Issue

O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:23pm
Bill higher than expected

O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
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O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:23pm
None of these

O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:23pm
Monthly bill

O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
The most common reason for an unexpectedly high bill is going over your monthly allowance of texts and minutes. When this happens, you'll be charged at our standard rate.
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O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
[Rich Content]
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O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
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Judith, 21 Feb. 2025 , 12:23pm
👎 No

O2 Virtual Assistant, 21 Feb. 2025 , 12:23pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:24pm
Speak to an Expert

O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
[Rich Content]
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Judith, 21 Feb. 2025 , 12:24pm
It’s about my Account

O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
Thanks! 🙏
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O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
Please can you confirm your full Name
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Judith, 21 Feb. 2025 , 12:24pm
Judith Cresswell

O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Judith, 21 Feb. 2025 , 12:24pm
Yes

O2 Virtual Assistant, 21 Feb. 2025 , 12:24pm
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], 21 Feb. 2025 , 12:24pm
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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Soaif Ali, 21 Feb. 2025 , 12:27pm
Good afternoon, Judith! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
The reason your latest bill seems higher is because the O2 extra discount on your account is about to expire today.  
  
Do let me know if you want me to remove the Disney from your account.
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Judith, 21 Feb. 2025 , 12:28pm
Yes please

Judith, 21 Feb. 2025 , 12:28pm
And amazon prime

Judith, 21 Feb. 2025 , 12:29pm
I did select not to auto renew so not sure why still added to my bill

Soaif Ali, 21 Feb. 2025 , 12:45pm
I see that Disney is already removed from your account, apparently that's because you didn't select the auto renew.  
  
Just to confirm, do you want me to add the paid version of amazon prime?  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
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Judith, 21 Feb. 2025 , 12:57pm
I wanted to remove amazon prime too please. I didn't select auto renew on that either but seems to ge showing on my bill?

Act as Soaif Ali and suggest the next best response saying, I see that both of your extra has been removed and there is no active extra on your account. Response should be acknowledging and empathetic