Refunds on PAYG ??

[Oxonian]

I have always understood that O2 never offer refunds to PAYG customers. I have also seen that message relayed by the likes of @jonsie and @MI5 on this forum on a regular basis. 

Yesterday, I texted "INFO" to 85075 from my O2 PAYG handset. I was bemused to receive an automated text message in reply that began :-

"Hi, it's O2. We hope you don't decide to switch today, but if you do you'll be entitled to claim a refund for your credit balance of £xxx.xx as of 03/11/2023"........   

I am absolutely certain that this is incorrect - or is it ? Has their been a change of policy ? I am on a very old classic PAYG SIM, which might or might not make a difference. 

I am not thinking of leaving O2 so this is somewhat theoretical from my viewpoint. But in the interests of ensuring that information given on this forum is correct and accurate, I wondered if anyone has any insight or thoughts ?  

[MI5 · Accepted solution]

@Oxonian 

Refunds are possible under some circumstances but only when cancelling a PAYG contract and usually if you transfer to a monthly contract.

If you top up incorrectly you won't get it refunded.

[Oxonian]

I think that explains it @MI5, as the text went on to talk about converting to a contract. 

It is slightly misleading as I don't think they were referring to what could be construed as a "cash" refund ; more a move of credit from a PAYG account to a contract account.

Thanks for clarifying !    

[MI5]

No problem.