£487 BILL FOR CALL TO SPAIN! ADVICE PLEASE ON HOW TO GET IT REDUCED

[Anonymous]

Earlier this month my wife called her friend in Spain which, according to O2, lasted for over 5 hours! Now I know the ladies like a chat, but.......

It appears there are two issues here:

a) She thought she was using Whatsapp, which is what she usually does

b) She forgot to cancel the call

Normally she doesn't even hit her limits on her Pay & Go plan, so this call is exceptional and stands out like the proverbial sore thumb.

Apart from senility, what arguments can I use to persuade O2 to reduce the bill to a more reasonable amount?

Thank you in advance.

[Anonymous]

It is my understanding that the network automatically applies a maxium spend limit of £100.00 on an account.....if so you could argue this.

I'm sure someone else will reply to this to confirm if the £100 spend cap is still something O2 offer

[MI5]

How could that happen on PAYG unless she had £500 credit?

[Anonymous]

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@MI5 wrote:
How could that happen on PAYG unless she had £500 credit?

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Good point @MI5.....I didn't read the PAYG part!! 

[Anonymous]

I thought payg had a £350 top up limit

[viridis]

Was this an email with link to pay by any chance?
Or has customer service confirmed the amount?

[chrisymon]

well it wont be pay and go if they have a bill!!

I think he means on her pay and go account she doesnt use that much but may of been on hher pay monthly this occurred

[chrisymon]

spend cap are on normal out of tariff usage, so if a customer constantlygoes over by x ammount each month that generally increases the spend cap before Credit bar applies. This resets if payments are late or missed.

Seen account going upto 800.00 before bar applies in the past. 

[Anonymous]

@chrisymon They could mean Sim Only 

[jonsie]

As it stands it makes no sense so it must be contract. I thought there was no cap on calls?
If customer service don't use common sense then she needs to make a complaint.
I'm not too sure how the phone's inbuilt dialler could be mistaken for WhatsApp as the difference is so apparent.
http://www.o2.co.uk/how-to-complain