International Call Charges

[Anonymous]

Made a  complaint regarding the call charges I have on my account. I have been thrown around from different departments for the last two weeks!

I bought the service of international bolt however when making my calls out to Bangladesh I was not made aware that I had to first call the number '020 3505 0202' then type my international number.

I simply thought that number was an optional number  to find out the bolt on minutes you have remaining,

Thus, I started calling directly from my phone contact where my account has been charged £399 which I do not believe I am liable for.

The day I bought the international bolt on I spoke with an advisor going through everything and mentioned can I simply call the number from my phone and they said yes and did not specify that I had to use that number to ensure I do not get charges.

Giving this wrong information has caused me now accrue these charges, The  Complaint team have looked into  to finding the call. However, (conveniently) they can see a call was made but  it was not recorded. What are the chances of that!!!!  I do no care about the 99.9% chance that a call doesn't get recorded as wrong information has caused me  to get a bill so high when I bought a service to avoid this matter.

HELP????

[perksie]

I hope Complaints can sort this out for you, I searched and found the instructions on another O2 site:

http://news.o2.co.uk/2011/06/22/international-extras-how-you-can-call-other-continents-with-ease/

Not exactly helpful. 

[Anonymous]

Complaints are saying i am liable and cant seem to get to a postive conclusion.

It does state ' all you have to do is call that number' but not really stressing what would happen if you dont call the "free number" and just call teh international number directly off my phone.

Its human error i understand and i wasn't too see that page hence why i spoke with an advisor to ensure that i understoodd everything. It's just annoying as the call wasnt recorded.

[perksie]

Your only option is to ask for a letter of stalemate, which you can take to the ombudsman:

http://www.o2.co.uk/how-to-complain/alternative-dispute-resolution

[Anonymous]

Thanks for the advice!

[perksie]

Please let us know how you get on. 

[Cleoriff]

I think that's absolutely outrageous. if you did everything required even ringing CS before you went to Bangladesh and that crucial piece of info was omitted....you have every reason to complain as much as you can.:smileysad:

[MI5]

In all honesty, I've read the O2 T&C page for this and it doesn't mention having to use a call forwarding number either.
I think you have good grounds for a complaint http://www.o2.co.uk/termsandconditions/mobile/international-extras-terms-and-conditions

[jonsie]

I have always been aware that you had to use a forwarding number but there again I used to work for o2.

The t&c's don't make it clear unfortunately so go down the complaints route. Expecting you to pay that amount is quite outrageous and it's down to o2 to make it clear exactly how to use it. They have failed to do that. I hope you get a positive outcome. Please let us know. 

[viridis]

The following call types and number ranges are excluded from being part of the Calls: texts, picture messages, calls made whilst abroad, calls to premium rate or non-geographic numbers, calls to business switchboards, conference calls, calls to numbers for onward routing or revenue sharing purposes

so, err to use it you have to call an onward routing number which is also excluded from the service?????