topic Re: False charging advice in Discussions & Feedback

False charging advice

Anonymous — Sat, 27 Jan 2018 15:24:03 GMT

On arrival in Singapore on 24 Jan I received the usual o2 roaming SMS message telling me that calls would be at 80ppm. Four days later I checked my on line billing and found I had been charged 1.66ppm a 100% increase! I immediately did live chat and got no acknowledgment of the o2 error despite sending a screen shot of text. I am seeking a refund for the call cost misinformation leading to over charging. My wife is with O2 and travelled with me. She received the identical text and overcharging so we can’t be alone. It must have happened to many others so keep the text and check the bill for this overcharging.

Re: False charging advice

MI5 — Sat, 27 Jan 2018 15:33:26 GMT

Call charges back to UK are £1.66 plus vat so £2.00 in total.

Your argument needs to be that the text is wrong, not that you have been billed incorrectly.

Complaints process here, we recommend the Resolver option https://www.o2.co.uk/how-to-complain

Re: False charging advice

MI5 — Sat, 27 Jan 2018 15:34:49 GMT

@Martin-O2 @Marjo this needs feeding back to O2 asap.

Re: False charging advice

Martin-O2 — Mon, 29 Jan 2018 09:31:04 GMT

Thanks for the mention @MI5!

@Anonymous I'm happy to get some one to look into this for you. Do do so I'll need a few details from you. I'll drop you a private message so we can talk further.

Re: False charging advice

Anonymous — Thu, 01 Feb 2018 18:28:07 GMT

On return to the UK after speaking to a person rather than a very long live-chat, O2 have accepted that I was not charged at the same rate I was told by text and have agreed to refund the overpayment. In my case it is resolved. However I presume that others that have been charged more than they were advised by text on arrival overseas, will be treated similarly.

My advice to O2 customers is to keep the text of charges on arrival and check the bill after leaving!

My advice to O2 is to empower your live chat managers to resolve complaints, it would have saved time and expense all round.

Re: False charging advice

MI5 — Thu, 01 Feb 2018 18:30:47 GMT

Pleased to hear they saw sense

Re: False charging advice

Cleoriff — Thu, 01 Feb 2018 18:32:31 GMT

Pleased it was sorted @Anonymous. Your advice to keep the text is spot on...:smileywink: