118118 call charges

[Anonymous]

Was in distress and ill telephoned 118 for number for local police station as live in country and it was closed. Without too much detail about my fit state of mind at time, I was sectioned under mental health act.

The line was left open while police arrived and I continued speaking to police operator. Was in hospital for assessment when police collected and took me there.

Just got email from on saying high usage. Can only assume 118 connected me to Local police as the following on my bill.

16 Jun 14 23:10:51 118118 All Day 00:37:43 157.153

37 min call at £157.

I'm waiting for contact centre to open at. 8 am, have contacted 118118 customer care and phone ombudsman online. Will O2 allow this call the be disputed and re activate my service until ruled on.

Anyone with knowledge of this would be great fully appreciated.

[Anonymous]

Hi @Anonymous and Welcome to the forum.


I'm sorry to hear of your experience.

If you ring O2 on 202 and explain they will discuss your options.

If they cannot quash the charge they may accept a re payment programme.

Take care.

[MI5]

As a customer based advisory forum it is impossible for anyone here to say what O2 will decide on this.... You'll just have to call and ask.
We hope you are feeling well again soon.

[jonsie]

Sorry to hear of your problems @Anonymous and I hope O2 will treat this sympathetically. Do let us know how you get on and I wish you all the best. Try speaking to a manager if customer service don't offer you assistance.

[Anonymous · Accepted solution]

Hi @Anonymous

I suspect what has happened here is that you called 118118 on good faith, they got you the number and then offered to put you through. In doing so you are still connected to 118118 and therefore paying the higher charge throughout the call.

As advised above you would be recommended to contact customer services on 202 to explain the situation and hopefully they will be able to help.

If you don't get any joy then you may need to elevate to the complaintreviewservice@o2.com although current wait time time is around 7 days.

Fingers crossed and please do let us know how you get on. Good luck