topic Re: Double Billiing in Discussions & Feedback

Double Billiing

Anonymous — Fri, 18 Dec 2015 21:28:31 GMT

Sorry, this is a bit long, but I'd like to offer this case as warning to other customers.

We used to have a business phone account, with three family members using it, SIM only. On the 19th May 2014, we went to an O2 store to swap to three individual accounts. The store assured us that they
would take care of everything. We had three new SIM, with temporary numbers. We then transferred the
numbers, from the old account to the new accounts. I believe we made it clear during the phone
conversation, we were moving to personal accounts. I had wondered for some time why our bill was so high,
but never got round to investigate, until I mentioned it to my daughter and the mistake was relieved. We did try to contact O2, but as it had been a business account, we had to call Mon-Fri 9-5. I've only had time to do it now, as I'm off ill from work. It transpired that all the bills are in fact personal accounts. I have now spent some time talking to O2 and they have informed me that it was my responsibility to cancel. This is contrary to what we were told in store and I believe it would have been obvious during our call to transfer the numbers to the new SIM's. I'm sure they'll have a recording of the call on their system. They have refused, point blank to
refund anything, hence my complaint. We have now been paying an additional bill for an account we have
no numbers for. This over charge is currently in excess of £1,200.00.

You have been warned!

Re: Double Billiing

Cleoriff — Fri, 18 Dec 2015 21:47:40 GMT

Hi @Anonymous

Did you ever check your accounts via My O2? http://www.o2.co.uk/myo2

I can't understand why you have 'no numbers' for the accounts you are talking about?

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 21:47:03 GMT

It s your responsibility to cancel, o2 won't cancel for you, you have obviously gone past the minimum terms & on a 30 day rolling contract.

You need contact o2 & pay up or if you wish to complain then use the link provided

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

Re: Double Billiing

MI5 — Fri, 18 Dec 2015 21:54:17 GMT

Surely when you transferred the numbers the old accounts would close?

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:21:38 GMT

Fair point, but I was told in store they would do it. Secondly, the old business account was closed/is closed, so they clearly got the message. What we have are three new individual accounts, plus a group account, for the same sum as the the old business account, but no numbers. Confussed? I know I am.

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:25:37 GMT

No. Clearly I shouldn't have let it go this far, but as a business account, hanging on the phone for an hour at work wasn't an option. It's not worth losing my job over. Besides, I starting thinking of it as not lost, but a saving I'd get back ,when they realised their mistake. Clearly, I was wrong! They know they are wrong, but insist they aren't.

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:29:31 GMT

The business account did close, but they opened up a new account for the same fee, plus the new accounts.

To be honest, it was a new sails girl in the store that handled it and she got in such a mess that another sales guy took over. I suspect this was the problem, but apparently I'm responsible?

Wierd!

I don't mind anyone making a mistake, but I hate it when they do nothing about it!

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:31:31 GMT

Don't you know the numbers or are they still active on the sim

you will need to perservere with cs

Re: Double Billiing

jonsie — Fri, 18 Dec 2015 22:30:11 GMT

If you transfer a number from a current contract it automatically closes the account and a final bill should be issued. I really don't understand how you can be billed for an account with no number. Possibly they just transferred the accounts to the new sims and they carried on a rolling contract. If that was the case you would have new contracts with the new numbers assigned.

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:39:48 GMT

If there are any number, I don't know what they are. They may have been the original numbers for the new SIM's, before they moved the old number across, but I'm only guessing. We don't have them now.

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:42:37 GMT

Actually, now I think about it, I would like to see a copy of the new "Group" contract I appear to have. I never asked for it, so presumably I never signed it?

Re: Double Billiing

Cleoriff — Fri, 18 Dec 2015 22:44:50 GMT

Have you checked in MyO2 as I advised earlier?

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 22:53:27 GMT

I have checked my account. I can see one of the individual accounts. I need to get the login off my son for the other. The third, we have since cancelled anyway. I have no idea how to log in to the joint account!

Re: Double Billiing

Curr946 — Fri, 18 Dec 2015 22:54:45 GMT

Question, if the lines were all for separate people, why were the new accounts not set up in their own names? Are they minors?

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 23:00:37 GMT

The original account was set up as a business group account, upon advice from O2 sales store. We later wanted to swap them to individual, but instead have somehow ended up with additional individual as well as the group account.

Re: Double Billiing

MI5 — Fri, 18 Dec 2015 23:03:33 GMT

None of this makes any sense as you can't have am account without a number attached to it.
Either way, as fellow customers, we are never gonna solve the mystery, so get back onto CS or make an official complaint http://www.o2.co.uk/how-to-complain

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 23:12:05 GMT

I realise the forum can't fix it and having had the brush off from Customer Services I have made an official complaint, to O2, Ofcom and Watch Dog. Early day yet. There are still a number of other avenues I have in mind including the small claims court.
I just wanted to float it by the forum, in case anyone else had had similar issues.
Regards

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 23:23:43 GMT

Ofcom & watchdog won't touch it as its only a single complaint, go through the o2 complaints procedure

good luck

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 23:37:11 GMT

I know this, but it may add wait, if anyone else has had a similar issue. Can't do any harm, at least.

Re: Double Billiing

Anonymous — Fri, 18 Dec 2015 23:52:35 GMT

Sorry typo *weight*