Worst customer service ever

[Anonymous]

I had my phone stole in Benidorm recently and as soon as I returned home I reported it. During this time someone had racked up £588 in call charges. O2 want nothing to do with it and just want me to pay the money. Itemised billing shows every number called was to Spanish numbers. I am a U.K. Citizen. My o2 app shows the phone being used to make the calls was an iphone5c. My phone was an iPhone 6s. No calls from the time I had it stolen made to the uk at all. Surely even the worlds dumbest people would realise this wasn't me racking up this bill. But no one cares. Nobody has even asked me about the circumstances. Shocking

[MI5 · Accepted solution]

It is your responsibility to report the loss immediately and certainly within 24 hours to limit your liability.
https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Lost-or-Stolen-O2-Device-How-to-Report-it/m-p/1...

[jonsie]

It doesn't matter what numbers were phoned and when, as far as O2 are concerned the phone was in your possession and it's usage was your responsibility until it was reported stolen. Not sure why you waited tbh. 

[MercedesS]

hello @Anonymous

We are sorry to hear about your problem.

Don't forget you can always use How to complain: "If you have a problem you may find the quickest way to get the answers you need is online. O2 service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by web chat, phone, or letter."

[darrengf]

@Anonymous

Im really sorry to hear what's happened as it can't be nice.

I know it's a little late now,  but the first thing I ever do when I get a new contract or SIM card is set a new sim pin.

then even if they were to pinch your phone and place the sim in another handset, it would only allow them 3 attempts to guess the pin before it's locked.

but I'm afraid the others are correct.  You are 100% responsible for the charges and reporting it straight away.😔  Probably not what you want to hear though.

If you get you new o2 sim and phone, make sure they are both set with PIN numbers etc.  And always report anything lost etc as soon as possible.

did you also report it to the police and if you have insurance, have you spoke to them, however they may also take the same view as o2 and if you didn't report it to the police, they would not even insure or replace it too.

good luck though and hope you sort it out.