Unauthrised Monthly Payments for 5.5 years.

[Mikeyslings]

Hi there, 

After recently finishing my contract and upgraded contract with O2, I noticed a continued £10.62 coming out of my account with Santander. I took the reference number of this transaction and looked back at the 5 years I have spent with O2 and noticed this payment has been on going the entire time. 

In November 2017 the charges were between £9 - £10 up until December 2019. The charge then increased to between £10 to the highest of £10.62. I have been overcharged by O2 +£600 during my contract. 

I called up regarding this payment to which the customer service rep confirmed the incorrect charges. They confirmed that these payments were connected to a tariff for a number which I had never heard of, and had never been used to send one text or make one call. Odd. The customer service rep told me to file for an indemnity claim with my bank and all that I was entitled for was £254.60 as the first payment they could see was for 2019 and couldn't explain the charges between 2017 and 2019. My bank would not do the indemnity claim as they agreed I was entitled to much more and told me to take this case further. 

From the very first month my contract started with O2 in 2017 I have been over charged +£9 every month and its been confirmed by my bank and O2

[Bambino]

@Mikeyslings Why has it taken you five and a half years to notice this? It's highly doubtful that you'll get any more refunded than what's being offered. The only one responsible for keeping watch on your account is you, but you can lodge a complaint if you think it will help: How to Complain | Help | O2

[Mikeyslings]

Hi @Bambino I only noticed when my contracted device plan had finished and I still was paying more than my airtime plan. I never really looked into my O2 transactions as I always thought i was on an expensive deal. As I said I only noticed when my contract had ended and I still saw multiple payments coming out. 

It seems a little odd to not be refunded the full amount given that the reference number has been confirmed to not be associated with me at all and the number has never made a call or text. The customer service rep confirmed that there was a tariff set up with my personal details which is a major breach of my data and privacy.  To take any blame for not keeping watch of my account and loosing out on my hard earned money isn't an option.

[MI5]

@Mikeyslings 

We are all customers and cannot say what O2 will do in this situation.

I'll ask @O2Jonathan to see if he can advise further.

[Bambino]

@Mikeyslings If, as you clearly say, you never looked at your transactions for five and a half years and you were being scammed from the very beginning why is it anyone else's responsibility but yours? Who are you saying is at fault?

[O2Jonathan]

@MI5 thank you for the tag, I will private message you now @Mikeyslings to see what we can do.

[MI5]

Thank you