topic Re: Extra charges despite £0 Spend cap in Discussions & Feedback

Extra charges despite £0 Spend cap

RobertV — Wed, 04 Oct 2023 14:23:29 GMT

Hello!

I've left the country for a few months as I had to be away (Europe) for family reasons (my dad sadly passed away).

My tariff includes 40GB and unlimited calls with a feel at home bundle. I also have a £0 Spend Cap set on my account which should ensure that no extra charges are added to my bill. The O2's T&C clearly states that any out of bundle usage will not be permitted.

My last two bills have come with a surprise. I have been charged extra £40/ month for extra roaming usage. As I have been away for more than 63 days in a row, they have arbitrarily decided that I should incur in an extra charge.

Now, as I didn't pay immediately the first of this unfair bills, O2 decided to block my account for a period. However they have still charged me for that same period as if I had been using my phone.

I have been unable to get in touch with them by phone (my sim is still disconnected) and trying to use their chat service is hideous, no one ever answer, a message of "all our operators are extremely busy comes up".

I have also written an email to their complaint team and after more than a month I haven't received a response. Is it me or O2 has become outrageously terrible at customer service?

I'm not willing to pay extra charges which were in first place unfair because of my spend cap, and also considering I have not been able to use my phone.

What would you advise me to do?

Many thanks,

Re: Extra charges despite £0 Spend cap

MI5 — Wed, 04 Oct 2023 14:46:44 GMT

@RobertV

Sorry to hear of your circumstances.

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Re: Extra charges despite £0 Spend cap

Jedislug1 — Fri, 13 Oct 2023 18:56:52 GMT

I’m away for a few months so this is worrying. Did you get an outcome on this?

Re: Extra charges despite £0 Spend cap

pgn — Fri, 13 Oct 2023 19:01:33 GMT

@Jedislug1 wrote:
I’m away for a few months so this is worrying. Did you get an outcome on this?

When you are away, you can still keep an eye on your account, you know, @Jedislug1 -

Take a look before panicking because of a misdirected complaint.

Re: Extra charges despite £0 Spend cap

Oxonian — Sat, 14 Oct 2023 14:39:11 GMT

@RobertV

If you have e-mailed complaints and haven't had a reply, I suggest that you maybe give them one reminder and then consider the "Resolver" section here :-

How to Complain | Help | O2

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

Re: Extra charges despite £0 Spend cap

MI5 — Sat, 14 Oct 2023 14:47:00 GMT

@Oxonian wrote:
@RobertV

If you have e-mailed complaints and haven't had a reply, I suggest that you maybe give them one reminder and then consider the "Resolver" section here :-

How to Complain | Help | O2
https://www.o2.co.uk/how-to-complain

Many hundreds of thread starters never come back to update us.

It doesn't mean they need any further advice and best kept for if asked for.

Re: Extra charges despite £0 Spend cap

Mallika — Thu, 23 Oct 2025 16:37:07 GMT

I have the same issue, went travelling and came back to a £200 Bill despite always having a £0 cap. They’re saying the cap doesn’t cover roaming charges!?

Re: Extra charges despite £0 Spend cap

Enlli — Thu, 23 Oct 2025 16:44:01 GMT

The reason spend caps don't apply abroad is that these charges are raised by the local networks.

Remember too, if roaming in the Euro Zone, calls may be charged after 63 days.