On the 2nd of November 2012, I was mugged in Piccadilly Circus around 3am, my iPhone (T-Mobile Contract) my Blackberry (O2 30 day rolling contract) and bank card were all stolen. Due to this I ended up in hospital where I had no contact with anyone for over 24 hours.
When i returned home, i contacted O2 to have my Sim card and Blackberry blocked, which was done around 8pm on the 3rd of November 2012, i had reported the phone lost as i was unable to get a crime number within the specified 24 hours to contact the network provider, O2 were very helpful and blocked my Blackberry although it was not registered to them. I was then sent a replacement sim card and everything was fine.
Until i received and e-mail stating the month's balance. Instead of being the £18.50 i usually pay was in fact £62. I was shocked so immediately called customer services to find out why I had been charged.
The lady i spoke to was very inconsiderate and told me although it was 'unfortunate' what had happened to me i still had to pay. She then asked me why i hadn't got friends or family to contact them sooner? I found this very rude considering the fact i had told her i had no contact with anyone due to being in hospital. She seemed very patronising and unhelpful and seemed as if she didn't teally care about my problems as long as i agreed to pay.
My problem is that i don't have the £62 bill, due to taking out a new contract with O2 to replace my Blackberry, iPhone insurance excess and my other phone contract to pay. I understand that i am liable to pay the bill as is stated on your website that you must contact the service provider straight away, but as i wasn't in a fit state to contact the network provider any sooner, i do not see myself liable/responsible for these charges, I have discharge forms from the hospital as proof and am able to contact the police if need be.
Does anyone know what the outcome of this may be? i sent this to O2 complaints department and am awaiting a reply?!
HELP! 😞
