hi guys.
yesterday I received one SMS message and email saying I had changed my spend cap and the changes would take effect within 24 hours . half hour later I got another message via sms and email saying I had spent 100% of my spend cap.
I had not authorized any changes to my spend cap at all whatsoever and was alarmed by unauthorised access to my account
I am also on O2 small biz unlimited with unlimited data, calls and texts and also 35 gigabytes of data for EU (however I have not been abroad in several years so I knew that I had not reached my spend cap or done any out of tariff use. Furthermore I got all these messages on 26th which is my billing date when my allowances reset anyway.
I was concerned that unauthorised changes had been made to my spend cap and that the error saying 100% was used might mean my phone would bar all usage .
.I called 02 customer service was on hold for 40 minutes and got through to somebody in Outer Mongolia or similar who barely spoke English . I explained the above issue with the spend cap. they kept telling me that they would review my data allowance repeatedly even tho I repeatedly told them the issue was nothijng to do with data since I'm on small biz unlimited,I haven't been abroad and it's the first day of my billing cycle so I know that I have not exceeded my limits and I should not be getting spend the cap messages because my tariff is unlimited there is nothing too exceed my spend cap and I had not authorized any changes to the spend cap
the person took some time looking into it and eventually said that there was some kind of Glitch with the with the O2 system meaning that lots of customers were getting incorrect spend cap and data allowance SMS messages and emails and he said I was the Eighth person he spoken to today with these issues
I don't understand why O2 can send multiple alarming glitched messages about spend cap, barring your service and unauthorised changes to your account, but O2 is apparently unable to send any mass reassuring email or sms or social media post apologising for the erroneous messages .
now today at 2am, after my call with O2 I've just received a further message from O2 by SMS and also via email saying that I've reached 50% of my spend cap.
I don't have any trust in the O2 customer services who don't speak much English and I don't know if my service will be cut off
I'm already issuing a letter of claim to O2 for incorrect billing and failure to apply a credit note.
anyone have any comments on this issue?
