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Level 2: Apprentice
Posts: 12
Registered: ‎12-09-2012

Re: Being charged for MMS messages that I sent as SMS problem

[ Edited ]

Still no resolution on this I am being fobbed off so do I now progress it to the ombudsman ?

Posts: 27,020
Topics: 247
Solutions: 1,614
Registered: ‎29-07-2008

Re: Being charged for MMS messages that I sent as SMS problem

[ Edited ]

Did you see Adam's post on how to do that on the first page?

 

It was probably too close to your billing date to cancel the charge this month but they have offered you a full refund, so I can't see that a complaint will succeed for what appears to be an error.

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Level 6: Acolyte
Posts: 323
Registered: ‎28-11-2008

Re: Being charged for MMS messages that I sent as SMS problem

[ Edited ]

I'd try to get them to send you an email confirming next month's refund.

Then pay it this month as they asked for, and if they don't refund you next month as promised, you have some proof of their statement. 

 

Sometimes you have to go with the flow, following the company's method of dealing with such things. We've all had to deal with funny credit-control departments policies from utility suppliers, and O2 is obviously one of them with their own quirky method. 

 

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Level 2: Apprentice
Posts: 12
Registered: ‎12-09-2012

Re: Being charged for MMS messages that I sent as SMS problem

It may be an error but its an error with o2and their systems, not mine. 

 

i am not happy to fork out money for something that isn't my fault hence my anger and frustration.

how many times I wonder have they done this to customers who don't check bills. Seems a nice little earner to me and totally wrong.

 

So who do I write to or email next as I'm fed up of the good Indian folk on the pages system who clearly have little training in anything other than simple tasks.

Level 6: Acolyte
Posts: 323
Registered: ‎28-11-2008

Re: Being charged for MMS messages that I sent as SMS problem

It may not be your fault, but I warn you now, that writing in will waste VAST amounts of your time (been there, done that), and probably go absolutely nowhere.
Reason: companies have stupid systems that fail continually, and getting to the underlying fault is obscured by vast layers of people/departments/technical issues. 

 

I've had countless wrong bills from utility suppliers in the past over things. If they have issued you the bill they often ask it to be paid, and then they apply a credit note (refund) to the NEXT months bill. It's a standard business practice. 

 

Hence I strongly suggest you just ask for the quicker email, confirming next months refund, pay it, and move on with your life. 

 

If you get the actual issue itself repeating itself, then waste time chasing it further. But arguing over getting your money back, when they have already agreed to credit you next month because that's how their billing system operates, is a waste of time

 

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Anonymous
Posts: 0

Re: Being charged for MMS messages that I sent as SMS problem

 

Posts: 88,599
Topics: 535
Solutions: 11,471
Registered: ‎04-04-2012

Re: Being charged for MMS messages that I sent as SMS problem


@Anonymous wrote:

 


Most likely because you sent it in MMS format.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Anonymous
Posts: 0

Re: Being charged for MMS messages that I sent as SMS problem

[ Edited ]

@Hughmungus wrote:

It may be an error but its an error with o2and their systems, not mine. 

 

i am not happy to fork out money for something that isn't my fault hence my anger and frustration.

how many times I wonder have they done this to customers who don't check bills. Seems a nice little earner to me and totally wrong.

 

So who do I write to or email next as I'm fed up of the good Indian folk on the pages system who clearly have little training in anything other than simple tasks.


The way bills are produced and credits arranged is as follows:

Once your bill is produced it is set in stone.  Can't be altered or amended.  Any changes have to be retrospective on the next bill.  This means crediting the account so that the amount comes off the next bill, not the current one.  Its just the way that the system works, no-one is trying to fob you off.

 

However, call customer services on 202 and ask them to place the "disputed" amount on hold until the next bill.  This should carry over the charges to be credited off, without you paying it first and without you getting any service restrictions. 

 

Any customer service advisor can process that for you.

 

EDIT - forgot to add, if you have a direct debit due out in less than 7 days, call your bank and have them stop it (avoids the full amount going out), call up and make a card payment for the "not-disputed" amount and ask for the advisor to do the rest with the "disputed" amount.