O2 claims I took some calls while being abroad and I did not
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on 19-09-2019 20:05
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.
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19-09-2019 20:10 - edited 19-09-2019 20:13
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19-09-2019 20:10 - edited 19-09-2019 20:13
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
Veritas Numquam Perit
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on 19-09-2019 20:14
No, my voicemail has been off for few months now.
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on 19-09-2019 20:16
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.
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on 19-09-2019 20:18
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on 19-09-2019 20:19
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on 19-09-2019 20:23
If it is voice mail related, then that is a mistake because I turned it off ages ago.
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on 19-09-2019 20:24
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on 19-09-2019 20:24
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.
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on 19-09-2019 20:34
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...
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on 19-09-2019 20:40
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on 19-09-2019 20:40
I'll tag our community team to look into this for you.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

