Charged for international call not made

[Anonymous]

Been charged for an international mobile call that I did not make. It is on my bill but never appeared on my call log. No one else has access to my mobile. Customer service said they would investigate and get back to me in 5 working days but never did and after a online chat I was told that the investigation concluded that the call came from my sim. I have said that I will formally complain but how do you prove no call was made? Anybody else had this problem?

[MI5]

No, never had the problem.
Raise a complaint if you think it's justified but o2 rarely bill incorrectly.
http://www.o2.co.uk/contactus

[Beenherebefore]

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@MI5 wrote:
o2 rarely bill incorrectly.

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You've said that several times in the last couple of weeks.

Knowing that some of O2's systems are "not fit for purpose", it's quite possible that their billing system has also been corrupted.

[MI5]

There is the well known paying off a device plan early issue and having the total contractual costs incorrectly billed, but that aside, usage costs are rarely wrong.
I believe the last post I made that statement on was proven to be correct billing but the customer was unaware that iMessage activation required the use of a text message.
The point is that the customer may not be aware that a call or text was placed, but the system (however glitchy) correctly billed it.

[Anonymous]

Hi

You say:

the customer may not be aware that a call or text was placed, but the system (however glitchy) correctly billed it.

How can the customer not be aware a call or text was placed if they did not make it and no one else has access to the device?

[MI5]

Some apps can place calls or send texts for verification purposes. You can check by looking at the permissions that are allowed for each app in your settings.

[Blyth287]

I had the exact same problem.  Charged for international call I did not make.  Took a lengthy phone call with me having to repeat over and over that I did not make this call for my money to be refunded  - no apology, no explanation how this happened.  Complained to o2 and sent photo of call history on my phone showing I did not make any calls at all on the day in question.  Told they would look into it ASAP and reply within 7 working days but this did not happen. Contacted o2 again but have received no response.  I am now taking my complaint to Ofcom and anyone else who has had money taken from their account for calls they did not make should do the same.

[Enlli]

OFCOM don't handle individual complaints of that nature.

Usually, when this happens there is a technical reason. O2 don't put these charges on randomly