Amazon Fire text messages being converted and CHARGED to multimedia messages

[Anonymous]

I am disgusted with the complete lack of customer support I have received, over christmas I sent out numberous text messages on my amazon fire phone wishing my friends and family a merry christmas. As I have unlimited text messages as part of my package I foresaw no problems occuring. I couldn't have been more worng!

On Boxing day I received a message on my phone informing me I had gone over my text message allowance and now owed an extra £30.00 on top of my bill. As it was boxing day I wanted until the next day to contact O2 customer support, when the next day came and I phoned O2 I was informed I now owe £45.00 on top of my bill! It turns out my text messages we're converted to multimedia messages, I wasn't given any warning nor was informed it might happen prior to purchasing the phone! I was given a wide range of excuses as to why this could happen including: sending more than 2 text messages at one time, sending a contact, to sending a smilly face!

Customer services would only say that they have passed it over to the network investigation team and I would have to wait a few days for their decision. A few days passed and I called again only to discover it could take up to a week for someone to get intouch with me, and I should await their call / e-mail. After A WEEK AND A HALF I called again and the Network Investigation Team had made the decision that all charges we're valid and hadn't bothered to let me know.

I was then informed to send a complaint to the Complaint Review Service via e-mail informing them of everything that had happened to me. This I did on the 5th January, I have been waiting 21 days for a reply! I was orginally informed it would take three working days for someone to get intouch, then seven working days, after fourteen I requested customer services get intouch with the Complaint Review Service, or if I could have their number niether of these we're possible as Customer Services dosn't have the contact details for the Complaint Review Service. I have never been treated with such a complete lack of customer service in my life. O2 are after one thing YOUR MOMEY and are more than happy to scam you out of it!

[Anonymous · Accepted solution]

Please take a look at these links on MMS. Unfortunately many are caught out as they are not part of your normal text allowance.

Help on mms http://community.o2.co.uk/t5/Other-Products-Services/Accidental-MMS-Sending-and-How-to-Avoid-it/td-p...

And http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[viridis]

It's that bulk messaging thing isn't it.

[Cleoriff]

How long were these messages? If you go over 160 characters then they will be converted to MMS..also sending smilies in the message is something that catches people out.

Many phones including my Samsung, inform people when SMS are being converted to MMS...

[Cleoriff]

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@viridis wrote:
It's that bulk messaging thing isn't it.

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Maybe...but if the OP is on unlimited texts that shouldn't have been a problem....even though it is something not working properly) @viridis ?

[viridis]

Nah, I think bulk messaging is chargeable.

[Cleoriff]

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@viridis wrote:
Nah, I think bulk messaging is chargeable.

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Now there's a thing... So how many texts constitutes 'bulk messaging' then?...

I frequently do this when I want a message to go to all family etc...

[viridis]

Knowing me I probably misread something.
But some phones will convert to mms if some emoticons are used.

[viridis]

From what I remember (if I even remember rightly) any more than x amount of texts sent at once will be classed as bulk text and all will be converted to mms.

[Anonymous]

You can add up to 10 recipients to a group message. Group messages will be sent as MMS.
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