Rachel, 04 Jan. 2025 , 01:32pm
I was credited £20 on my account in December. £10 was taken off my December bill and told £10 would be taken off my January bill, I have just recieved my bill and this credit hasn't been taken off

Rachel, 04 Jan. 2025 , 01:33pm
Yes, continue ✔️

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Rachel, 04 Jan. 2025 , 01:33pm
07807738394

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
Billing & Payments 💷

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
Billing Issue

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
Bill higher than expected

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
None of these

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
Monthly bill

O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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, 04 Jan. 2025 , 01:33pm
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O2 Virtual Assistant, 04 Jan. 2025 , 01:33pm
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Rachel, 04 Jan. 2025 , 01:33pm
👎 No

O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
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Rachel, 04 Jan. 2025 , 01:34pm
Speak to an Expert

O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
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Rachel, 04 Jan. 2025 , 01:34pm
It’s about my Account

O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
Thanks! 🙏
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O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
Please can you confirm your full Name
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Rachel, 04 Jan. 2025 , 01:34pm
Rachel Bromage Née Keohane

O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Rachel, 04 Jan. 2025 , 01:34pm
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 01:34pm
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], 04 Jan. 2025 , 01:34pm
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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Rachel, 04 Jan. 2025 , 01:36pm
I was told to contact O2 after delivery of my phone to further waive the charges associated with it due to the delay in delivery (see messages 05/12/2024). I'd like this amended to my bill

Soaif Ali, 04 Jan. 2025 , 01:39pm
Good afternoon, Rachel! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
Certainly you bill was about to be adjusted with the credit. I have checked the reason and found that it was because the credit wasn't approved.  
  
Be assured, I have taken care of the rest and your credit will be approved + applied now.  
  
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.  
  
Before you head out, is there anything else I can assist you with?
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Rachel, 04 Jan. 2025 , 01:40pm
What is credit adjusted to the account?

Soaif Ali, 04 Jan. 2025 , 01:49pm
I have added £10.00 credit, so that £10.00 would come off from your payment.  
  
I hope that's all you were expecting?
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Rachel, 04 Jan. 2025 , 01:49pm
I was informed that my bill would be adjusted due to the 20 day delay in my delivery

Rachel, 04 Jan. 2025 , 01:50pm
My December bill I was paying for a phone and service I wasn't using

Rachel, 04 Jan. 2025 , 01:50pm
In a conversation with your colleague 05/12/2024 they requested once I had received my delivery to get back in contact for my bill to be adjusted

Rachel, 04 Jan. 2025 , 01:51pm
The £10 credit you mentioned was added to my account for the trouble in contacting customer services and hours spent chasing the delivery prior to being told about the warehouse issue

Soaif Ali, 04 Jan. 2025 , 01:56pm
Thank you for your patience, Rachel. I understand your concerns about the bill adjustment. The reason your bill wasn’t adjusted previously was that the credit hadn’t been approved at that time. However, I have now forwarded your credit request for approval, and I'm working to get this sorted for you.  
  
Instead of a £10 deduction directly from your bill, we will apply that £10 credit by reducing the amount we take from your payment on the 20th. This means that you’ll see £10 less taken from your payment for this upcoming billing cycle.  
  
I appreciate your understanding and will keep you updated as soon as I receive confirmation on the approval.  
  
If there’s anything else you need in the meantime or any further questions, please let me know!
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Rachel, 04 Jan. 2025 , 01:58pm
So O2 isn't actually adjusting my bill for the delay in delivery? The two £10 credit added to the account were due to the inconvenience and time I spent trying to get answers from O2 over the period before the warehouse problems became public. I was expecting more

Act as Soaif Ali and suggest the next best response saying and improvising, we have adjusted 20GBP in total against your bill. First 10GBP credit was  adjusted in your last month's payment, and second 10GBP credit will be adjusted in your this month's payment. You aren't able to see credit on bill, because they are applied/approved post bill generation, but you are getting a 20GBP against your payment. Response should be acknowledging and empathetic