International Favourites Bolt-On Issue

[Anonymous]

Can someone please help with this issue?

I have the International Favourites Bolt-On specifically so I can call a friend in the United States. I have his number as one of my favourites, but every month I am seeing charges for calling him. One month I was charged £100. This month I've been charged another £20. I'm supposed to be able to have 3000 minutes included in that bolt-on but I am still being charged. Everytime I call the call centre about it nobody seems to know what I'm talking about and I am unable to get the issue resolved - they don't even seem to know what the International Favourites bolt-on is.

When I go online to try to manage my International Favourites numbers I am presented with some sort of server error message (something about "object has been moved").

I would like to get back the money I've been wrongly charged and to please start receiving the 3000 minutes a month that I am paying for as part of this bolt-on.  Who can I contact about this, since the customer service call centre staff have repeatedly been unhelpful?

I have been charged close to £200 wrongly and nobody has been willing to help.  At the moment, the chances of me continuing with O2 once my contract expires are incredibly slim given the current situation.  

[Cleoriff]

Hi @Anonymous I think you will find the 3000 minutes is for landline calls ...it's a 100 or 200 minutes to mobiles

https://www.o2.co.uk/shop/international/calling-international-numbers/

[Cleoriff]

To add...the number you need to call (as per the other question you asked) is listed in here

http://www.o2.co.uk/contactus

Try to speak to someone rather than use live chat. Currently you are posting on a customer to customer forum and we have no access to any of your account details.

[Anonymous]

Hi Cleoriff, thanks for the response.

I have tried to speak to people in the call centre three times, and three times they have been utterly useless.  I think my next step is going to have to be a written complaint, followed by a complaint to the ombudsman from the sounds of it.

[Cleoriff]

Hi again @Anonymous

If you wish to complain you need to follow the steps in this guide. http://www.o2.co.uk/how-to-complain

Very best of luck