My balance is gone

[si-yeon9]

My first time £10 top up is fail. But my money already paid.
So I try £10 again. Finally, succeed.
But in my balance, there is only 10 pounds. My other 10pounds is gone. How can I solve this problem?
I called 4445. But there is no complete anwers for me. I need to talk a person, not AI service.

Please, anyone help me.

[MI5 · Accepted solution]

@si-yeon9 

The first £10 was exchanged for your allowances.

The second one is correctly added as credit.

https://www.o2.co.uk/help/pay-as-you-go/big-bundles

[si-yeon9]

Thank you so much for your reply.
Could you explain more about "The first £10 was exchanged for your allowances.?"

Because I've been use O2 only 6 months. So everything is unfamilar.
What is mean my allowances?

[MI5]

@si-yeon9 

Explained in the link in my post above.