Accidentally while using my phone I went over my minutes allowance because I thought I was calling a free land-line and I was in fact calling a mobile. The call cost me £8.828 but then as I had gone over my minutes I was then charged £1.109 for a 6min 31sec call then £0.085, £3.22, £3.342, 34p, 10,2p and on and on until it came to £19.39, nearly £20 = nearly £24 inc. VAT all for accidentally going over once!
When I rang up the customer services to complain I was told that there was nothing they could do (although back in January 2008 they kindly waived an accidental over use) and that I would have to pay the full amount or have my service restricted. After much arguing and haggling I managed to get them to accept half now and half next month.
Now I have been a loyal O2 customer since the days of BTCellnet and expected better service.
There was no warning that I had gone over my minutes and I continued to get Stung for the rest of the month!
So my warning to other O2 customers is;
BEWARE YOU DON'T ACCIDENTALLY GO OVER YOUR MINUTES 'COS O2 WON'T GIVE YOU A REFUND!
And my complaint to O2 is;
Why do you have to be so "Nickle & Dime" and will you please give your customers some warning that they have gone over their minutes, please.
What can we do about this problem?
Well what I've done when I got "Stung" once before over internet charges was to reduce my monthly payments by £10 per month thereby saving myself £120 per year and this time when my contract is due for renewal I shall reduce it by another £5 a month or £60 per year so you see O2 will have lost £180 a year from me and every other customer who uses this system of reducing and clawing back costs, so ultimately they have lost money for not being very understanding, not good business really! Whatever happened to "The customer is always right"?
Alternatively you could change your service provider! But I like O2 and always have, shame they've gone downwards!
