O2 claims I took some calls while being abroad and I did not

[AlexxH100]

Hi,
I am in Dominican Republic and I recently noticed I have been charged 8.90 for something. I contacted Customer Service over a chat and I was advised it’s for 3 incoming calls.
The thing is, that all I have are 2 missed calls (duration 0:00) and I didn’t take any phone calls since I got here, because I know how expensive it is. What is more, I NEVER take not make phone-calls while I’m abroad (I use wifi only, eventually mobile data bolt ons). No one used my phone as I have it with me all the time. Phone call time would be also weird (around 5:00 am). I did not call anyone and no one called me. I complained to o2 as a man (Harish) on chat was rude and suggested I was lying and he refunded the money in patronising way.
I had mobile data off (it triggers roaming off in iphone’s settings too), so I have no idea what has happened. I cancelled my automatic top up because I do not trust o2 anymore and I don’t want them to have access to my credit card. Can you please advise what happened? Has anyone had that situation? They gave me details of those 3 phone calls on chat (when, how long, cost), apart from phone numbers.
I don’t have any records of those phone calls oj my phone.

It drives me mad as I was accused of lying like I want to get few extra pounds. I hope this will get resolved as I won’t leave it like that.

[Cleoriff]

Hi @AlexxH100 

Did you have Voicemail on? If so you would have been charged £2.00 for receiving a call whether you accessed VM or not...

http://international.o2.co.uk/internationaltariffs/travelling_abroad

[AlexxH100]

Hi,
No, my voicemail has been off for few months now.

[jonsie]

Are you sure you didn't get any voicemails? Without knowing what numbers called you it's impossible to say what the charges are for. I doubt O2 could tell you the numbers. Only calls made show up as numbers on their systems.

[AlexxH100]

Hi @Cleoriff
As above, I turned on my voicemail few months ago, maybe even more than that.
Sorry, forgot to mention you in my previous reply.
My roaming was off, mobile data was off, all I had were two missed calls with duration 0:00.

[AlexxH100]

@jonsie, as I mentioned my voicemail has been off for a few months now, maybe a but longer than that. So there is no option it was voicemail.

[AlexxH100]

Typo above in one of my replies - my voice mail has been turned off since the beginning of the year (at least). I thing I might have done that in 2018 actually. I do not use it, I do not get any notifications about voicemails anymore.
If it is voice mail related, then that is a mistake because I turned it off ages ago.

[jonsie]

If the call length was 0.00 I fail to see how you were charged unless there was a system error. At least you were refunded however grudgingly.

[AlexxH100]

@jonsie, duration of two missed calls was 0:00, but that’s not what manager on the chat said. They gave me details about 3 phone calls - duration, time, date, charge. That was shocking for me and it scared me because it shows anything can be applied to my phone number and I can be charged for random services I didn’t use.
They accused my of lying and now I’m paranoid about additional charges.
I had to cancel my automatic top up which worked for me.
I did get my refund in an unpleasant way, but that’s not the case.
My point is that no one accepts my explanation that I didn’t talk to anyone over the phone since I got to DR. Harish on the chat said “I have never seen any customer being incorrectly charged” suggesting I was a liar. I would like this to be investigated and sorted because I am paranoid now that it might happen again...

[MI5]

@AlexxH100 

I'll tag our community team to look into this for you.

@Martin-O2 @Marjo @EmilieT