02 billing – pay monthly account

[Anonymous]

Facts

• On or around April 8th 2017 I acquired a new Samsung mobile, continuing as previously with 02 as the service provider
• Whilst in store, the customer adviser reviewed my past usage profile and it was clear I had never exceeded [and in fact frequently under used] my allowance for calls, data etc: as such a new plan more befitting my level of usage was signed for
• I was subsequently made aware of a mobile to another 02 mobile call made on Sunday 23rd at 17:08:31 and lasting until 12:57:24, at a cost of £158.55: I immediately contacted 02 on no less than 5 occasions [online, by phone, in store]
• Notwithstanding assurances that this would ‘be sorted out’ I have since discovered the amount of
  £218.92 has been deducted from my account. Yet again I contacted 02 when after again being passed from one section/adviser to another over the course of an hour, I was advised the charge was valid. 

Questions asked of 02 adviser[s]

•  how, in what way, and what factors were considered and/or taken into account in arriving at the decision above. I was advised only that I had failed to disconnect the call, although it would appear it was disconnected after some approx. 13 hours - how this disconnect was ‘triggered I don’t know, even though I asked
• I also asked for information as to whether or not the call was ‘live’ throughout the approx. 13 hour period, and again did not receive any information
• I queried whether or not the call recipient’s phone had also remained ‘live and connected’ – again no advice was provided.
• I asked for a transcript of the online chat prior to signing out – to date this has not been emailed.

I’d really appreciate the community’s advice on this. Thanks all in advance

[MI5]

Clearly O2's own fail-safe has failed.
They should have a system in place that automatically terminated the call after a short period of silence. The other user hanging up should also disconnect the call.
I'd escalate to complaints http://www.o2.co.uk/how-to-complain

[jonsie]

For a billing issue like this I would stay away from live chat to be honest. As said, make the Complaint but also Google CEO O2 and drop his office an email. 

[Anonymous]

Hi again all .... a quick update. I contact the 02 resolve option and was subsequently contacted by phone by an 02 representative advising the amount incurred would be refunded. That was on or around 10 days ago and still nothing. Now it would appear according to a text message from 02 I have now incurred in the region of £160 for data usage during the next/2nd payment cycle since taking on a contract re a new mobile on or around April 7th. I am at a complete loss to understand how this has been incurred as presumably I was entitled to a new month's service plan of data, texts and calling minutes etc. HELP!

[MI5]

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@Anonymous wrote:

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HELP!

We can't unfortunately.

Only customer services can explain / fix this for you.

[Martin-O2]

Hi @Anonymous can you give us an update on your issue?