Solved: Re: o2 customer help in other circumstances

Anonymous · ‎05-01-2015

o2 have what i beleive failed me in the customer service department, although im not sure if i am being out if term in respect of their so called terms 😕

Basically, phone was lost/stolen at night, i was unaware until the following evening - which i then blocked using the find my iphone app, mainly as i thought the phone may have been found and handed in so did not want to call o2 and block completely. As far as i am aware it is a palava to get the phone/sim re-unblocked.

Upon finding out the phone had not been handed in i blocked the phone/sim.

From the time it got stolen and when i blocked it with find my iphone they had ran up a £30 bill using premium numbers and txts.

o2 have basically said i am responsible to pay for these as i had not blocked the phone the same day. Even though i have never ever used premium numbers in the history of years and years as an o2 customer, also mentioned to them that as of that night after the last txt i sent (gave them the number i txt'd) there had been no 'normal' usage made on the phone ie to any of my contacts etc.

They are not interested and blaintly say i have to pay it.

Anonymous · ‎05-01-2015

Hi

It is required for a person to contact O2 to block the sim Asap when it's been noticed of the loss or theft in order to stop unauthorised usage.

I understand you blocked the iPhone through FindMyiPhone / lost mode but that does not stop someone from using the SIM card in another phone if you didn't have a sim pin lock or handset 4 digit passlock.

They are I believe within their T&C to expect you to pay the run up bill.

Anonymous · ‎05-01-2015

Hi

It is required for a person to contact O2 to block the sim Asap when it's been noticed of the loss or theft in order to stop unauthorised usage.

I understand you blocked the iPhone through FindMyiPhone / lost mode but that does not stop someone from using the SIM card in another phone if you didn't have a sim pin lock or handset 4 digit passlock.

They are I believe within their T&C to expect you to pay the run up bill.

MI5 · ‎05-01-2015

Unfortunately, that is the rule and you are lucky that it's only £30.
You could try CS again for a goodwill gesture but they are not obliged to pay it for you at all I'm afraid 😞

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎05-01-2015

thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞

It just really bugs me when i have been an o2 customer for well over 10 years and have had monthly contracts for at least 5 years so probably paid o2 a small fortune - yet £30 means so much more to me than to a multi million pound company. I know people are going to throw the T&C at me but i just feel low about this. Especially given then circumstances of the calls/txts made. 😕

Cleoriff · ‎05-01-2015

Sadly this is the case. I know you say you blocked it yourself, but you didn't report it to O2 'due to the palaver of getting it unblocked and in case it was found'

So I doubt they will help you further..

Veritas Numquam Perit

MI5 · ‎05-01-2015

@Anonymous wrote:
thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞

You need to add a sim pin too as they take your sim out of your phone and use it in another one.

Sim PIN help here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Set-up-sim-pin-on-O2/m-p/822709/highlight/true#M82512

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎05-01-2015

@Anonymous wrote:
thanks for the info, yes i had a passcode on but obviously these people know how to get around them 😞
It just really bugs me when i have been an o2 customer for well over 10 years and have had monthly contracts for at least 5 years so probably paid o2 a small fortune - yet £30 means so much more to me than to a multi million pound company. I know people are going to throw the T&C at me but i just feel low about this. Especially given then circumstances of the calls/txts made. 😕

Hi

You're Welcome.

I think they will have removed your SIM card and used it in another phone as the iPhone 4 digit passcode is not easy to get around ,unless they guessed and were fortunate to guess correctly.

You could again make your plea to Customer Services,but it would be down to the agent / department your speaking to.

Can an I just say when O2 send you a replacement Sim Card you'll need to ring them again to lift the account bar before it'll work but as importantly please set up a SIM card pin with it in your new phone so if this happens again, touch wood it does not, they cannot use it in another phone to make calls.

Anonymous · ‎05-01-2015

Thanks for the info.

Anonymous · ‎05-01-2015

@Anonymous wrote:
Thanks for the info.

Here to help.

May I ask were you insured for loss of your iPhone.

Anonymous · ‎05-01-2015

no not insured although i got over the fact that it had gone with the wind as these things happen but to then get another hit with an extra £30 on top of normal contract cost it just hit a nerve 😞