topic Re: International Favourites Bolt-On Issue in Discussions & Feedback

International Favourites Bolt-On Issue

Anonymous — Tue, 31 May 2016 08:34:21 GMT

Can someone please help with this issue?

I have the International Favourites Bolt-On specifically so I can call a friend in the United States. I have his number as one of my favourites, but every month I am seeing charges for calling him. One month I was charged £100. This month I've been charged another £20. I'm supposed to be able to have 3000 minutes included in that bolt-on but I am still being charged. Everytime I call the call centre about it nobody seems to know what I'm talking about and I am unable to get the issue resolved - they don't even seem to know what the International Favourites bolt-on is.

When I go online to try to manage my International Favourites numbers I am presented with some sort of server error message (something about "object has been moved").

I would like to get back the money I've been wrongly charged and to please start receiving the 3000 minutes a month that I am paying for as part of this bolt-on. Who can I contact about this, since the customer service call centre staff have repeatedly been unhelpful?

I have been charged close to £200 wrongly and nobody has been willing to help. At the moment, the chances of me continuing with O2 once my contract expires are incredibly slim given the current situation.

Re: International Favourites Bolt-On Issue

Cleoriff — Tue, 31 May 2016 09:25:03 GMT

Hi @Anonymous I think you will find the 3000 minutes is for landline calls ...it's a 100 or 200 minutes to mobiles

https://www.o2.co.uk/shop/international/calling-international-numbers/

Re: International Favourites Bolt-On Issue

Cleoriff — Tue, 31 May 2016 09:29:24 GMT

To add...the number you need to call (as per the other question you asked) is listed in here

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

Try to speak to someone rather than use live chat. Currently you are posting on a customer to customer forum and we have no access to any of your account details.

Re: International Favourites Bolt-On Issue

Anonymous — Tue, 31 May 2016 10:43:07 GMT

Hi Cleoriff, thanks for the response.

I have tried to speak to people in the call centre three times, and three times they have been utterly useless. I think my next step is going to have to be a written complaint, followed by a complaint to the ombudsman from the sounds of it.

Re: International Favourites Bolt-On Issue

Cleoriff — Tue, 31 May 2016 10:46:30 GMT

Hi again @Anonymous

If you wish to complain you need to follow the steps in this guide. http://www.o2.co.uk/how-to-complain

Very best of luck