Finally, the last email from O2 (I hope!)

From: mycare (mycare@o2mail.co.uk)
Sent: 18 June 2009 12:21:22
To: Tony Andersson

Hello Tony

Thanks for your email about your number transfer issues.
I tried to call you this morning to go through your questions but the call remained unanswered.
The original email you sent requesting a PAC code should have referred you to Pay Monthly customer service as it's they who should have supplied the PAC code to enable you to transfer the contract number.
It appears as though an incorrect assumption was made and that your number was being transferred, from Pay & Go to Pay Monthly when this clearly wasn't the case. The reason you've lost service twice is because your mobile number was transferred in error.
The temporary number was transferred incorrectly to your Pay Monthly SIM card. This was then corrected, resulting in your second loss of service, whilst your Pay Monthly number was correctly transferred to your Pay & Go SIM card.
Under normal circumstances you would be advised of the approximate transfer times and expected loss of service before they occurred. The credit balance which appeared to be 64p, was transferred as a credit to the Pay Monthly account along with your mobile number. This amount will now be deducted from the final bill.
With regard to your Pay Monthly bill, as I don't have access to adjust this, I've added a goodwill credit to your Pay & Go account. The additional amount on your Pay Monthly bill will equate to around £2.33.
I've added a £20 credit to your Pay & Go account. This is to cover the additional amount which you will be charged on your final bill, the 64p outstanding balance and in addition, a goodwill credit to the account to cover the poor experience and additional loss of service which you've had to endure.
I can assure you Tony, that this isn't the standard of service we strive to provide and that queries are generally dealt with quickly and efficiently. Your initial emails were clear but appear to have been misunderstood. I don't feel, having read through your previous emails, that much could have been done to make the request any clearer.
To complete the set up of your account Tony, you're also entitled to a free allowance, there are a number of allowances available and all can be found via the link below:
http://www.o2.co.uk/explore/tariffs/paygo
You can have one of these active on your account at any time and all can be selected by texting a keyword to a shortcode number, this information is included within the tariff information on the above page.
Once again, please accept my apologies in relation to your experience to date. I hope that this email answers your questions and brings to an end any inconvenience you may have experienced to date.
Don't forget, for us to answer your query faster, please provide your mobile number, two numbers that you call or send text messages to regularly and the date, amount and method of your last Top-Up, every time you email us.

Kind regards

Grant
Team EC2
O2 Customer Service