topic Re: O2 proof of usage is not accurate. in Pay Monthly

O2 proof of usage is not accurate.

KRB78 — Mon, 06 May 2024 10:51:11 GMT

Need proof of usage for an insurance claim but o2 have gave me a report saying I last used my phone a full week before its last usage, making my insurance claim void.
I’m now looking for ways to prove this, I made calls, sent photos, and messages (which they didn’t seem to log!!!). All of them would have used date as no Wi-Fi in the remote locations.
Since o2 are not giving accurate usage, I need to find ways to prove it. I’ve printed out photos from my mums phone with my number and the date and time, also my brothers call log. Can anyone advise on the next steps I should take? This is a nightmare, I’ve spent a lot of time on the phone and writing emails about this. O2 seems to have really let me down

Re: O2 proof of usage is not accurate.

MI5 — Mon, 06 May 2024 10:54:59 GMT

@KRB78

Have you tried messaging O2 on social media?

Re: O2 proof of usage is not accurate.

pgn — Mon, 06 May 2024 10:56:37 GMT

This may need help from the Forum Manager, @Dave-O2 - it is not the first time the details on a PoU from O2 have been inaccurate, @KRB78

Dave is off today, but should be back tomorrow, so look out for a reply from him and a PM here on the forum asking for more info so he can follow up.

Good luck!

Re: O2 proof of usage is not accurate.

KRB78 — Tue, 07 May 2024 16:22:59 GMT

I think I’ve figured out a way to prove the photos I sent my mum were taken with my lost iPhone . I am lucky that I sent photos the same day as I lost the phone, even though o2 are saying I didn’t use my phone I think if my mum can click the info icon and her iPhone will then give information of which phone took the photo, and we can use that to prove o2s usage report is flawed. I’m not sure this will work with photos from WhatsApp though. Racking my brains on how to go about this, will be offering the story to a newspaper before going to ombudsman. They must do this many times and it would be a story that could reopen many insurance claims

Re: O2 proof of usage is not accurate.

MI5 — Tue, 07 May 2024 16:30:54 GMT

@KRB78

It will tell you what type of phone sent the picture, ie iPhone 11 Pro, but no IMEI or other identifiable data.

Re: O2 proof of usage is not accurate.

Bambino — Tue, 07 May 2024 16:45:26 GMT

@KRB78 See if these links help:

How to Search Messages on WhatsApp by Date (wccftech.com)

How to Print WhatsApp Chat on iPhone and Android - Guiding Tech

Re: O2 proof of usage is not accurate.

KRB78 — Tue, 07 May 2024 19:46:34 GMT

Ok so I’ll have that combined with the WhatsApp printouts of the pics with my phone number , dates, and time, and a garmin map showing where I was at that time- the middle of a loch in rural Perthshire. Starting to make some progress anyway. Also got similar proof from the previous days phone usage

Re: O2 proof of usage is not accurate.

Oxonian — Tue, 07 May 2024 20:04:55 GMT

@KRB78

Please bear in mind that you have to go through O2's internal complaints' procedure before you can refer the matter to the Ombudsman :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

If you have not already complained, you need to carefully consider whether or not to do so at this time. If you complain, you are likely to find that other O2 teams are either unable or unwilling to engage with you. And as it is currently taking O2 up to eight weeks to investigate and respond to complaints, you might find that lodging a formal complain actually delays resolution.

If you need further help, please ask ! 👍

Re: O2 proof of usage is not accurate.

KRB78 — Wed, 08 May 2024 08:11:01 GMT

Thanks I will probably need more help , have been complaining to o2 since the moment the insurance company pointed out o2’s usage report had conflicted the last time I told them I’d used my phone. So far they have been responsive but they have not updated the report, so it seems like it is just very wrong, by a full week! I can’t understand how that can be. I use my phone for work so it would have regular data use, when I’m out and about. I don’t often make regular calls nowadays, it’s all WhatsApp but as I’m often out of range of any Wi-Fi that should not be a problem for proving it was used on my o2 data, you would think?!. I’m really hoping this is going to be resolved soon, it’s been 2 weeks . I’m using an old iPhone now, the one I lost was an iPhone 15 pro max 1tb!

Re: O2 proof of usage is not accurate.

madasaf1sh — Wed, 08 May 2024 08:18:13 GMT

@KRB78

If used for work does your employer install any MDM software or any apps on the phone that they manage??

Also why not use your bill that gets generated as that will show usage and also dates and times..

What exactly are the insurance company asking for? what Data Fields? as normally it is just a proof that you bought the phone, so to me it sounds like either they don't want to pay or they suspect foul play.. As most insurance companies just want a proof of purchase, and not a call logs.. As o2 will only provide that with a sim card number and IMEI via a court order..

Re: O2 proof of usage is not accurate.

MI5 — Wed, 08 May 2024 10:51:54 GMT

Call logs of outgoing calls can be got from your MyO2.

No need for a court order at all.

Re: O2 proof of usage is not accurate.

Dave-O2 — Wed, 08 May 2024 11:18:05 GMT

Thanks for the tag @pgn

@KRB78 If you want me to take a closer look, please drop me a PM with the mobile number used in the device 👍

Re: O2 proof of usage is not accurate.

KRB78 — Wed, 08 May 2024 12:09:13 GMT

Hi Dave, thanks, I’ll pm you now

Re: O2 proof of usage is not accurate.

KRB78 — Wed, 08 May 2024 12:19:28 GMT

I use the Airbnb app for work. Insurance asked me last time I used the phone, I told them it was used shortly before losing it, same day I was on the phone to them. Which was 24/4. They said the stuff I needed to do, which was mark phone as lost, on the cloud, then get a usage report from o2, did all that and put claim in. Then insurance reply saying that my claim is void cos o2 usage says it was not used since 17/4!!!

Re: O2 proof of usage is not accurate.

madasaf1sh — Wed, 08 May 2024 12:23:12 GMT

I was on about if they needed a SIM or IMEI to be included in the call logs, as the outgoing call logs don't show what device the sim was used in, if all they need is a call log log then obviously you don't need a court order...

But it does sound like an insurance company not wanting to pay out... what a shocker..

Re: O2 proof of usage is not accurate.

KRB78 — Wed, 08 May 2024 12:33:38 GMT

Yea but o2 are telling them the phone was not used since 17th April and I’ve told them I used it on 24/4 so the insurance have a good reason to not want to pay out... I’ve never had any reason to question a usage report before and can’t understand why it would not be accurate. I would think proving it was easy since I made the data using calls on the device and sent pictures, through WhatsApp with it… I do know from previous phone issues that to switch WhatsApp to another phone requires a code from the old phone, so that’s further proof that the phone in question can only be the phone that sent the photos and made the calls. I’ve printed out those photos I sent through what’s app to my parents phone so I am sure I have lots of proof, but it’s the usage report that my insurance need to show it was used when I say it was. So right now it’s o2 preventing my insurance claim by not having an accurate record of my use 😞

Re: O2 proof of usage is not accurate.

KRB78 — Thu, 09 May 2024 19:53:06 GMT

My o2 bill is due in a couple of days. It’s gonna be really interesting to see what usage they record between 17/4 - 24/4. Then of course I will be asking them to tell me what phone was used for this usage that they said didn’t previously exist 😤

Re: O2 proof of usage is not accurate.

Oxonian — Fri, 10 May 2024 18:08:54 GMT

@KRB78 wrote:
My o2 bill is due in a couple of days. It’s gonna be really interesting to see what usage they record between 17/4 - 24/4. Then of course I will be asking them to tell me what phone was used for this usage that they said didn’t previously exist 😤

Please keep us updated on developments @KRB78 ! 👍

Re: O2 proof of usage is not accurate.

KRB78 — Sun, 12 May 2024 13:29:19 GMT

My o2 bill is here and confirms everything I said. The data use between 17-24 is there, including the data on the day of loss , and then a gap as my replacement sim was coming. So o2 can’t deny my number was used to make that data usage.

Re: O2 proof of usage is not accurate.

KRB78 — Sun, 12 May 2024 13:44:17 GMT

Any advice on what to do next. To sum up.

April 24th: I sent a photo of my paddle boarding trip through WhatsApp , then lost my iPhone 15 pro max which I used to take the photo and send it through my o2 phone number Within 2-3 hours of the loss I had phoned o2 and requested new sim. Then I phoned my insurance and made the claim. They asked me the last date I used the phone and I told them I had used it just before I lost it so April 24th was last usage. They told me to mark phone as lost on iCloud and request o2 usage report. I did that and sent it to my insurance.

April 26th, new sim arrived.

The next I heard from my insurance company was that my claim was rejected due to fraud because o2 usage report stated I didn’t use my phone since April 17th.

I call o2 and ask them to send an updated usage report, they say it still says April 17th. I start to seek ways to prove this is not correct. I have photos printed from parents phone which I took on 24th April.

I phone both insurance and o2 with no success, I post in this forum, then my bill arrives which shows usage in the time they say it wasn’t used…. I expect they may continue to say It must have been used on a different phone, so how to proceed now?