Would any body know the best person at O2 to deal with my complaint?
A month ago, i first posted here regarding an unfair bill of £1500 for a month as i didn't have knowledge of usage as i'm not up to speed technically. I got through to a lady at O2 who was awesomely helpful and put in a 'shock' form to wipe the debt after she, after giving my evidence and circumstances, completely agreed with me and went 'all out' to help me and promised me an answer within 5 days. Since then, i have rang O2 on numerous occasions, and kept getting the answer 'Dunno, the systems are down' and the like, and i ultimately found out the 'shock' form had been 'lost', so another person at O2 put one in for me last week and i only found out today that the bill stands. Bear in mind they have disconnected my dongle sim so i can't use the net and still have to pay the £30 a month on top of the large bill.What i thought 'curious' though, was while they thought i was cut off, i went wi-fi in a Macdonalds one day and i got an update through for my O2 connection Manager, so i installed the update. The one and only real difference between the old and new manager - a little button in the right hand side of the manager thats says 'VIEW USAGE'. Hmmmmm...... And this happened while the systems were apparantly down.... so i kinda smelled a rat. The bill still stands, i have called and called to great expense after they kept breaking their promise of 'in the next couple of days we'll call you' and it's taken a month to finally get an answer. I'm unemployed and this is going to wreck my immediate future completely. I cannot continue my personal studies and i cannot afford such a stupendous bill - as if i'd ring up such a high amount on purpose. I'm not angry - more bewildered and very, very upset. I guess it's 'hit-and-miss' who you get through to on the phones in the way of helpfulness. I cannot afford to use up more credit calling them, so i really need an email address of somebody higher up who could empathise with my plight. Scrubbing out or even meeting me halfway on the bill and reconnecting me wouldn't put such a huge organisation out of pocket, but it's turned my life upside down and wrecked all my plans of further education, and indeed, a regular healthy diet. I really have been dragged over hot coals this past month and i'm desperate for help with this
Any recommendations or help would be most welcome and awesome - there are some very cool and altruistic people who visit/post/help on this site.
When they place a bar on the Mobile Broadband the bar is placed via the SIM card's APN's so you can't connect to the masts / cell sites when you're out and about. In regards to the Cloud, it uses the WiFi build into your computer and the O2 software to allow you access, but O2 cannot block this as it's not connected via the SIM card APN's That's why the update would have went through. You should still be able to use WiFi during all of this.
The "new" software update with view useage ect is there for reference and was launched back in summer 2009. At any point you can always log into the O2 portal to check your useage on your bill under recent charges.
Unfortunatily although it's bad news and not ideal, if you over-used the service then all O2 are asking you to do is pay for something they've provided. It sucks, and it's not nice, but legally i don't think anything can be done
if its the first time it happened, the bill shock procedure should stand. if you want to speak to someone without wasting your credit then call 0800 230 0202 from a bt landline or 800 230 0202 from an o2 mobile. both are free of charge, just ask them to transfer you to mobile broadband billing
Retroman - thanks for your reply. I didn't know about checking usage further than the one text i recieved to my connection manager telling me i was 50 pounds over for one month. I was not advised on checking usage just as i wasn't advised on security enabling which led me to overuse one month last year to the tune of 600 pounds, which leads me onto ammar_a... Also thanks for your reply. This large bill wasn't the first instance. Because i wasn't advised on security enabling, i rang up the above 600 pounds last year due to being 'piggybacked' off. O2 paid back 300 pounds of it, but my main gripe is that the lady i spoke to at O2 completely empathised and said something should be done regardless of last years large bill. It's the fact that i keep getting mixed answers that frustrates me, and that there should be a more 'fixed' template for help/answers at O2. Sure, i'm wanting to side with the more positive answer i got from O2 C.S. as this has rumbled on for a while with me forever chasing them after many, many broken promises of them calling me. If i had purposefully rang up a bill that equates to half of my personal years income (i'm sick unemployed) then i wouldn't have a complaint. But it was accidental, and i'd at least expect a modicum of compassion from a multi-billion pound corporation to at least meet me halfway.