Claire, 02 Feb. 2025 , 04:45pm
Hi am I able to activate my free extra

O2 Virtual Assistant, 02 Feb. 2025 , 04:45pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 02 Feb. 2025 , 04:45pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Claire, 02 Feb. 2025 , 04:46pm
07594183987

O2 Virtual Assistant, 02 Feb. 2025 , 04:46pm
[Rich Content]
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Claire, 02 Feb. 2025 , 04:46pm
Something Else ❔

O2 Virtual Assistant, 02 Feb. 2025 , 04:46pm
[Rich Content]
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Claire, 02 Feb. 2025 , 04:46pm
Something Else ❔

O2 Virtual Assistant, 02 Feb. 2025 , 04:46pm
[Rich Content]
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Claire, 02 Feb. 2025 , 04:46pm
Pay Monthly

O2 Virtual Assistant, 02 Feb. 2025 , 04:46pm
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, 02 Feb. 2025 , 04:46pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Feb. 2025 , 04:47pm
[Rich Content]
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Claire, 02 Feb. 2025 , 04:47pm
It’s about my Account

O2 Virtual Assistant, 02 Feb. 2025 , 04:47pm
Thanks! 🙏
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O2 Virtual Assistant, 02 Feb. 2025 , 04:47pm
Please can you confirm your full Name
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Claire, 02 Feb. 2025 , 04:47pm
Claire Cooke

O2 Virtual Assistant, 02 Feb. 2025 , 04:47pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Claire, 02 Feb. 2025 , 04:47pm
Yes

O2 Virtual Assistant, 02 Feb. 2025 , 04:47pm
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], 02 Feb. 2025 , 04:47pm
You are now connected to Shahbaz, 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 Shahbaz will be replying in a few minutes.
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Shahbaz, 02 Feb. 2025 , 04:50pm
Hey Claire, I am sorry to know that you are unable to redeem your extra and I will give you information on this.  
  
The extra can be claimed only within 28 days of placing the order and you are out of the redemption period and hence you are unable to redeem the extra.
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Claire, 02 Feb. 2025 , 04:53pm
Can anything be done about this

Claire, 02 Feb. 2025 , 04:53pm
I have just taken out 2 new contracts

Claire, 02 Feb. 2025 , 04:53pm
There were no reminders

Shahbaz, 02 Feb. 2025 , 04:56pm
I am sorry Claire, we are unable to add the extras manually because that is done by the system only, the information regarding extra claim is mentioned in the terms and conditions of the contract.
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Claire, 02 Feb. 2025 , 04:56pm
I should have access to 2 extra

Claire, 02 Feb. 2025 , 04:57pm
How can I make a complaint

Claire, 02 Feb. 2025 , 04:57pm
I currently have 3 contacts plus my husband has one

Shahbaz, 02 Feb. 2025 , 05:02pm
I completely understand your frustration, especially since you were expecting access to the extra. I’m really sorry for any disappointment this has caused. Unfortunately, since the redemption period has passed, even my manager wouldn’t be able to add the extra, as the system governs this to prevent misuse.
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Claire, 02 Feb. 2025 , 05:08pm
I feel this is very unfair  
How do I escalate this

Shahbaz, 02 Feb. 2025 , 05:11pm
I understand that this situation may be disappointing, and I truly appreciate your long-term loyalty with us. Since the redemption wasn’t made on your side, we’re unable to raise this as there hasn’t been a shortfall in service from our end. However, as a valued customer, we’d like to offer you a £20 credit on one of your numbers as a goodwill gesture. Would this be okay for you?
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Claire, 02 Feb. 2025 , 05:15pm
I appreciate this but am still very disappointed

Shahbaz, 02 Feb. 2025 , 05:17pm
I completely understand your disappointment, and I’m really sorry this hasn’t met your expectations. That’s not the experience we want for you. please let me know if I shall add the credit and also confirm the number on which you want the credit.
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Claire, 02 Feb. 2025 , 05:19pm
07837464211

Claire, 02 Feb. 2025 , 05:19pm
Thanks

Claire, 02 Feb. 2025 , 05:20pm
Could you also confirm if I have an outstanding balance on my Apple Watch Series 7

Shahbaz, 02 Feb. 2025 , 05:22pm
Your Apple watch bill is clear.  
I have raised the credit request for you and you will be able to see it on your account in 24 hours.  
  
please let me know if there anything else, I can help you with?
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Claire, 02 Feb. 2025 , 05:24pm
Is the iPhone 11 balance still outstanding

Shahbaz, 02 Feb. 2025 , 05:25pm
Are you talking about the bill of your watch and iPhone 11 or the remaining device plans?
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Claire, 02 Feb. 2025 , 05:27pm
In December I took out a new watch contract and 2 iPhone 15 contracts  
  
I was told. Couldn’t pay off the other s at the time but want to make sure they are now paid off

Shahbaz, 02 Feb. 2025 , 05:31pm
Your Apple watch 7 remaining device plan is £38.97 and £29.66 is remaining for your iPhone 11.
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Shahbaz, 02 Feb. 2025 , 05:36pm
As I have not heard back from you, just checking if you need any more assistance regarding your extra, bill query?
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Claire, 02 Feb. 2025 , 05:39pm
I paid a bill of £60 the other day what did that cover

Shahbaz, 02 Feb. 2025 , 05:49pm
It was for your for you iphone 11 device plan and watch 7 device plan and the airtime as well.
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Shahbaz, 02 Feb. 2025 , 05:54pm
As I have not heard back from you, just checking if you need any more assistance regarding your bill query?
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O2, 02 Feb. 2025 , 05:58pm
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, 02 Feb. 2025 , 05:58pm
[Rich Content]
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Claire, 02 Feb. 2025 , 05:59pm
Yes, continue ✔️

O2, 02 Feb. 2025 , 05:59pm
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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Info [Automated], 02 Feb. 2025 , 06:14pm
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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Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic