Credit Stuck On account and messes up billing each month

[ohthedrama]

When I was trying to make a payment to pay off my phone, several months ago, I must have added it to the account rather than having it go towards my phone, which was £4.29.

Due to me being in credit, it minus 4.29 off my bill every month, but instead of taking the 4.29 off my account, a few days after the bill has been paid, it puts the account in arrears and says I owe them 4.29. Every single month. So I pay the 4.29 to settle the account and it once again, just sits on the account as I'm all paid up only to repeat the cycle next month. This has been going on for months and is getting tiring.  I tried to get the 4.29 refunded, but it didn't work. It just stubbornly stayed there and removed my ability to request another refund until the cycle started again. (The account it wants to refund is not the account the money came from if that matters at all)

Is there something I can do to break this cycle? 

[pgn]

@ohthedrama 

You can get in touch with Payment Management team on 0800 902 0217

Payment Management opening hours:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Note overpayment to your device plan would require a call to O2 anyway - airtime plan is possible via self service as you experienced.

Refunds available in this section of the web version of MyO2 for contract users:

 https://accounts.o2.co.uk/signin