Multiple text messages have taken daughters credit!

[SarahNico]

My daughter sent a text message this morning and it just kept sending it over and over again so her credit was around £5 and it is now at £1.90 and I have had to switch her phone off! My husband's phone is doing the same but luckily, he has unlimited texts, though he has had to switch his phone off too. I contacted O2 to be told there was a network issue and I had to be patient until it was resolved. I asked what am I going to do about the money they was unfairly taken and basically got told, the network issue is O2's main priority and compensation would have to be looked into afterwards when the impact on customers is known. Compensation was not what I asked for, I want my 14 year old daughters credit back before she has to go out alone. It's a safety issue because 1--she can't turn her phone on without losing more credit. 2--I can't afford to put more credit on and even then it will just disappear again with the error. Seriously, I understand the issues about networking, but priority should also be given where money has wrongly been taken off of a teenagers phone. 

[Anonymous]

@SarahNico You will just have to wait & see what O2 announce about compensation if any 

[SarahNico]

Well as far as compensation goes for not being able to use our phones, then I probably don't hold much hope, but taking money from a phone they aren't entitled to when my daughter hasn't even used it, then if they don't refund it, I'll have to seek legal advice 

[Anonymous]

@SarahNico You need to go down the complaints route first 

https://www.o2.co.uk/how-to-complain

[SarahNico]

Well what I did today was phone them and explain. The woman I spoke to refunded £5 credit onto my daughters phone

Thankyou for the advice though and for replying. 

[Anonymous]

You are very welcome

[gmarkj]

Good to hear.

[EmilieT]

Hi @SarahNico, and thanks for reporting issues with the network last week. It's good to hear you're all sorted now - we have an official topic about this so we're locking this thread to keep the conversation in one place. Please use this thread to find our latest updates and share your feedback. 

Thanks, 

The community team.