£1,200 additional bill, Charges whilst abroad !

[Anonymous]

Hi There,

I lost my phone in Spain at the weekend and someone has kindly made 53 phone calls in 2.5 hours raking up a whopping £1,200 additional phone charge for international calls. Now obviously this was not me and I have since reported this with O2.

Has anyone else had issues like this and what were O2's response ? I've spoken to several people already and they have all said different things so I don't know what to beleive ........

Thanks,

[MI5]

If you reported it within 24 hours your liability is limited to £100.00
If not, legally you are liable for the full amount, unfortunately.
https://community.o2.co.uk/t5/Other-Products-and-Services/Lost-or-Stolen-O2-Device-How-to-Report-it/...

[Beenherebefore]

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@Anonymous wrote:

I lost my phone in Spain at the weekend and someone has kindly made 53 phone calls in 2.5 hours

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Let me guess........Russia or Morocco.

[Anonymous]

Thanks !

I reported it within 24 hours of knowing it was lost, however the additional charges were done in the early hours of the morning, so O2 are currently saying that I am fully liable

[MI5]

The law is quite clear on this.
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/safety-and-security/lost-...

[Cleoriff]

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@MI5 wrote:
The law is quite clear on this.
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/safety-and-security/lost-...

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Thanks for that link @MI5. Handy to know for future reference....

[madasaf1sh]

Except it’s not a law but a voluntary agreement made by the big 5 at the time

“Under the voluntary agreement, five mobile networks – EE, O2, Three, Virgin Media and Vodafone – will protect around 27 million consumers on pay monthly contracts from being hit with shock bills through no fault of their own. They will all offer consumers a liability cap set at £100 when reported within 24 hours of being lost or stolen to the mobile network and police.”

So this is where I think the issue lies did you report the loss / theft to Guardia Civil within 24hrs? And have you provided o2 with the crime reference?

[MercedesS]

Hello @Anonymous,

We are really sorry to read that your phone has been stolen. 

If you have contacted O2 already, we can confirm that your complaint has been raised. Once you do so, the O2 adviser sent off the form for it to be dealt with by the correct department so it can take around 3 days for the customer complaint to be acknowledged, and therefore, confirmed. 

Hopefully, all will be fine.  Please let us know if there’s anything else we can do for you