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jenniepower21
Level 1: Joiner
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i have logged on my online account after receiving a email advising of extra charges, on looking at this there is 55-pound extra charge added to my son's mobile number which i have taken out for him, on taking this out there was a second cap added to the account so I felt assured this would never happen, it appears he has been charged for extra purchases on SONY please can you advise about this and how this occurred given there is a spending cap on the account i do not think this should have happened and the payments are justifiable - please advise?. moving forward can you also ensure this is not able to happen on the account and no payments can go additionally onto this bill also. 

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gmarkj
Level 59: Quartermaster
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Sorry to hear about the unexpected charges @jenniepower21 but this is a community of o2 customers and we cannot do anything on your account (or your sons).

You need to ask for the following in addition to the spend cap as not everything is covered by that.

Bar to Charge to Mobile (will stop him buying anything on his account)

Bar All Direct to Bill Debits

Bar All Premium numbers.

To contact o2, call either 202 from your mobile or 0344 809 0202, or you can try messaging them on social media:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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gmarkj
Level 59: Quartermaster
  • 8916 Posts
  • 90 Topics
  • 701 Solutions
Registered:

Sorry to hear about the unexpected charges @jenniepower21 but this is a community of o2 customers and we cannot do anything on your account (or your sons).

You need to ask for the following in addition to the spend cap as not everything is covered by that.

Bar to Charge to Mobile (will stop him buying anything on his account)

Bar All Direct to Bill Debits

Bar All Premium numbers.

To contact o2, call either 202 from your mobile or 0344 809 0202, or you can try messaging them on social media:

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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Cleoriff
Level 94: Supreme
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@jenniepower21 

You need to take the purchases up with Sony I'm afraid. A few things to do via O2.

Ask for a bar to charge to mobile

A bar to Premium rate numbers

A Bar to all direct bill debits

Some advice here Guide: Tips to avoid unexpected charges on your bill 

Guide: Spend caps on O2 

Also have a word with your son. If he is old enough to have a phone then he has to take some responsibility for the payments for Extras.

As we are all customers like yourself, you need to contact O2

Give O2 a call on 202  or 0344 809 0202.

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

Veritas Numquam Perit

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