topic Please i Need Help in Pay Monthly

Please i Need Help

Anonymous — Tue, 18 Aug 2015 00:56:19 GMT

i just recieve an airtime monthly shocking bill from 02 of the sum of 951.60 just for calling my daughter abroad. pls can anyone help with a solution to tackle this bill. am very sad and disappointed

Re: Please i Need Help

Cleoriff — Tue, 18 Aug 2015 05:36:20 GMT

Hi @Anonymous

Sorry to hear about this extremely large bill. However if you have been calling abroad you will incur higher charges. Have you checked the breakdown of this bill in MyO2? http://www.o2.co.uk/myo2

The only thing we can advise you to do is to contact customer services and discuss it with them

http://www.o2.co.uk/contactus

Best of luck...

Re: Please i Need Help

gindygoo — Tue, 18 Aug 2015 05:58:53 GMT

That's a large bill, but if I may ask did you not check how much these calls would cost before making them?

You need to contact customer service by dialing 202 from your handset.. Hopefully you'll be able to work out a payment plan of sorts.

Please do not just ignore this though, as O2 will definitely chase you for this and it'll affect your credit rating if ignored.

Sorry you're having difficulties, but the onus really is in you to check these types of call costs before you dial abroad.

Re: Please i Need Help

Bambino — Tue, 18 Aug 2015 06:18:31 GMT

This will probably turn out to be a very expensive lesson learned.

In future you might want to take a look at this:

http://www.o2.co.uk/apps/world-chat which I only discovered myself yesterday courtesy of @jonsie

There's also the alternative of you and your daughter getting Skype or a similar VOIP which would cost you both nothing if you were using a WiFi connection.

Re: Please i Need Help

Cleoriff — Tue, 18 Aug 2015 06:27:38 GMT

Hi @Bambino I have downloaded the World Chat app myself. I will use it a lot even when in Spain phoning my friends who live there.. Looks brilliant actually. (Apologies for going slightly off topic)

Re: Please i Need Help

MI5 — Tue, 18 Aug 2015 07:05:16 GMT

Good grief.
There are so many free or cheap ways of calling International these days.
Where is your daughter living?

Re: Please i Need Help

Mark_1980 — Tue, 18 Aug 2015 08:30:56 GMT

@MI5 wrote:
Good grief.
There are so many free or cheap ways of calling International these days.
Where is your daughter living?

With those call charges, I'd guess Alderon..

Re: Please i Need Help

jonsie — Tue, 18 Aug 2015 08:31:34 GMT

Wow that's some huge bill. Had you no idea of the costs of calling international numbers?

Calling free or using cheap rates has never been easier than it is these days. This isn't accidental usage so wouldn't have been capped in any way as you were in the UK.

The only thing you can do is call customer service and try to come up with and agree to a payment plan to spread the costs. Don't use live chat for this. Speak to them on 202.

Re: Please i Need Help

Mark_1980 — Tue, 18 Aug 2015 08:33:05 GMT

In all seriousness though, if the charges are correct (and not a mistake at O2's end), then it really is the OP's responsibility to check charges etc. BEFORE making the calls, rather than complaining about them afterwards..

And, like others have said, there is a whole range of apps (Skype etc.) which are free to use.

Re: Please i Need Help

Anonymous — Tue, 18 Aug 2015 10:35:41 GMT

I thought O2 placed "spend cap" on accounts for roaming?

I know on Business tariffs its a limit of £33.34 for data and £100 for calls but not sure about consumer.

Re: Please i Need Help

Cleoriff — Tue, 18 Aug 2015 10:48:23 GMT

The OP wasn't roaming though @Anonymous Apparently just calling their daughter was who abroad...

Re: Please i Need Help

jonsie — Tue, 18 Aug 2015 10:51:28 GMT

No caps for calling from the UK and the OP was aware exactly what she was doing without knowing the vast charges. O2 aren't to be aware of those circumstances.

Re: Please i Need Help

Anonymous — Tue, 18 Aug 2015 11:07:25 GMT

my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

Re: Please i Need Help

MI5 — Tue, 18 Aug 2015 11:20:07 GMT

@Anonymous wrote:
my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

You could have used the Tugo app over wifi and saved a bundle but any network is going to charge you for making calls, esp outside of EU.

All O2 are doing is biling you for usage.

Re: Please i Need Help

jonsie — Tue, 18 Aug 2015 11:47:12 GMT

There really isn't a lot you can do unfortunately. You could try making a complaint to see if they will make some kind of reduction even though the billing charges are correct.

How to complain

Re: Please i Need Help

Mark_1980 — Tue, 18 Aug 2015 12:32:44 GMT

@Anonymous wrote:
my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

I'm sorry to hear about your partner. Clearly you needed to use your phone while you were abroad. However, the charges for using a phone abroad are clearly set out, so I'm not entirely sure about what basis you have for forming a complaint? Regardless of whether you have been a customer for 5 minutes or 5 years, you're still bound by the same terms and conditions and O2 have only charged you for what you have used, in accordance with the contract you have with them and the charges associated with it. Sorry if that sounds harsh.

Re: Please i Need Help

jonsie — Tue, 18 Aug 2015 12:35:51 GMT

The OP wasn't actually complaining, just shocked, sad and seeking help. I suggested a complaint on the off chance they will show some sympathy and empathy seeing as customer service are unlikely to help.

Re: Please i Need Help

Mark_1980 — Tue, 18 Aug 2015 13:46:34 GMT

@jonsie wrote:
The OP wasn't actually complaining, just shocked, sad and seeking help. I suggested a complaint on the off chance they will show some sympathy and empathy seeing as customer service are unlikely to help.

OK, but playing Devil's Advocate here, why would they? I can understand the shock and disappointment, but the terms and conditions are there for all to read and adhere to... Sorry.

Re: Please i Need Help

jonsie — Tue, 18 Aug 2015 14:03:31 GMT

Hey no problem, nothing to lose. Why indeed should they but they have been known to meet customers halfway. You don't ask you don't get n'est pas?

Re: Please i Need Help

Mark_1980 — Tue, 18 Aug 2015 14:22:58 GMT

@jonsie wrote:
Hey no problem, nothing to lose. Why indeed should they but they have been known to meet customers halfway. You don't ask you don't get n'est pas?

Very true

I wouldn't hold out too much hope though, although going by my past experience, O2 are much better to deal with than other networks when it comes to issues similiar to this.

Unfortunately, and like many other companies, being a loyal customer means very little when it comes to something like this, especially when the OP is threatening to cancel the contract because of what is essentially their own oversight. (again, sorry to the OP if this sounds harsh).