O2

I have 20 spend cap, however when i try to use this it's declining. I have it available does anyone no why this would happen

A advisor said they were putting £20 credit onto my account and it would show under recent charges Ive looked and cannot see it, am i looking in the right place or??

So my sim card hasnt yet arrived and it says tracking number is wrong.Ive also they have begun billing me, when I've not even received the sim as of yet. Where do I stand with thisThanks in advance