Ilyas, 26 Feb. 2025 , 01:41pm
Data

Ilyas, 26 Feb. 2025 , 01:41pm
My O2

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ilyas, 26 Feb. 2025 , 01:41pm
07704576482

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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Ilyas, 26 Feb. 2025 , 01:41pm
Billing & Payments 💷

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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Ilyas, 26 Feb. 2025 , 01:41pm
Billing Issue

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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Ilyas, 26 Feb. 2025 , 01:41pm
Bill higher than expected

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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, 26 Feb. 2025 , 01:41pm
[Rich Content]
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Ilyas, 26 Feb. 2025 , 01:41pm
None of these

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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Ilyas, 26 Feb. 2025 , 01:41pm
Monthly bill

O2 Virtual Assistant, 26 Feb. 2025 , 01:41pm
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, 26 Feb. 2025 , 01:41pm
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O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
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Ilyas, 26 Feb. 2025 , 01:42pm
👎 No

O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
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Ilyas, 26 Feb. 2025 , 01:42pm
Speak to an agent

Ilyas, 26 Feb. 2025 , 01:42pm
Speak to an Expert

O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
[Rich Content]
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Ilyas, 26 Feb. 2025 , 01:42pm
It’s about my Account

O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
Thanks! 🙏
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O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
Please can you confirm your full Name
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Ilyas, 26 Feb. 2025 , 01:42pm
Ilyas rasab

O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ilyas, 26 Feb. 2025 , 01:42pm
Yes

O2 Virtual Assistant, 26 Feb. 2025 , 01:42pm
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], 26 Feb. 2025 , 01:42pm
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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Ilyas, 26 Feb. 2025 , 01:44pm
I unexpectedly ran out of data and as a goodwill gesture an agent gave me 2gb of data. This months bill it has charged me extra

Soaif Ali, 26 Feb. 2025 , 01:46pm
Hi Ilyas, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Ilyas, 26 Feb. 2025 , 01:47pm
Ilyas, I am really happy to inform you that I have added the 2GB data bolt on your account, and you will be able to use the same now, if you face any problem, you can just restart your device.  
  
Also, I have provided the amount of £15.50 to cover the cost of your data, this amount will get adjusted on your monthly bill, to ensure that you do not get any extra charge for this data bolt-on. Now, you can enjoy your services. 😊

Ilyas, 26 Feb. 2025 , 01:47pm
This is what the agent said

Ilyas, 26 Feb. 2025 , 01:48pm
This months bill has the extra £15.50 included into it

Ilyas, 26 Feb. 2025 , 01:48pm
She said it will get adjusted

Ilyas, 26 Feb. 2025 , 01:49pm
I just wanted to know if next month it will be £15.50 cheaper to balance the bill or has she accidentally charged me for the goodwill gesture?

Act as Soaif Ali and suggest the next best response saying, I am sorry that the credit wasn't added, I have asked my manager to add the credit on your account so that this can be adjusted. Response should be acknowledging and empathetic