mobile topup not gone on phone

sitcom321

I put £10 on my grandsons phone on Friday, I have seen him this morning and his balance is still nil. I have checked my card and the £10 has been debited. I did it online and I know 100% I put the correct phone number in. I have phoned o2 and they say it hasn't gone on and there is nothing they can do to check it as it was done online to a pay and go phone

balletshoes

Did O2 say why the top-up hadn't gone on?

sitcom321

No they just said there was no transaction sshowing it has been debited from my bank but they say they cant check coz its pay and go

earthstorm

Cant you get to an o2 store that has a Guru attached to the store.

If so take the phone along with you bank statement showing the transaction as these are more helpful than o2 CS

balletshoes

you said you did it online - do you have an online account with O2, maybe theres something in your account with them that would show you which number you topped up?

sitcom321

No I didnt do it through an account just keyed in debit details

earthstorm

sitcom321 wrote: »

No I didnt do it through an account just keyed in debit details

then try and do what i suggest

use http://guru.force.com/ and type your postcode to find the nearest guru store

Buzby

You don't appear to have identified which mobile number was to be credited - if you were not in his PAYG online account (to make the payment) how would O2 know what mobile account to credit?

Alternatively the website can provide you with a code which can transfer the value to any O2 PAYG mobile entering this code.

sitcom321

I just typed in o2 top up online it just asked for the mobile number to be topped up and then I paid via debit card It wasnt done via an account

earthstorm

yes you dont need to go into an o2 account to top up you just goto http://www.o2.co.uk/topup