118402 service and charging before calls are answered
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on 24-11-2019 19:52
So I rang 118402 which is the designated directory service for O2. Calls to 118118 and 118500 will cost around £12 for a two minute call, whereas 118402 costs around £1 per minute.
However when calling 118402 I was placed in a queue and eventually the call disconnected, this happened twice and then I learnt that I had been charged for the 2 calls.
They shouldn’t be charging for calls until an operator answers, all other 118 services do not charge until an operator answers. I believe it is unfair.
So in the end I chose the next cheapest option and that was to use a BT Payphone using the exclusive 118141. I inserted £2 and they didn’t charge until they answered and the answered pretty fast and I got the numbers I needed and no need for a huge bill.
I could have used my O2 mobile to call another 118 service but why pay around £6 a minute, it’s crazy!
So my question is, because O2 was charging for the calls before they were answered and because they got disconnected at O2’s end, am I eligible for a refund? It’s roughly £2.50
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on 24-11-2019 20:02
No idea if you can get a refund or not but if you call cust service and ask them there's a good chance you might Guide: How to find help & contact O2
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on 24-11-2019 20:04
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on 24-11-2019 20:15
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on 24-11-2019 20:15
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 27-11-2019 14:03
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on 27-11-2019 14:03
Hey @nick_89 we'd like to get someone to investigate this for you. I'll drop you a message to grab some details.
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on 03-12-2019 17:14
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on 03-12-2019 17:14
Hey @nick_89 I've had a reply from our Guru team and they have advised that calls are charged from when they connect, not when an adviser answers so a refund would not be due in this case. It's worth giving customer services a call as they may be able to refund at least one of the calls as a gesture of good will but please be aware this is not guaranteed.
→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help
If you'd like to take part, why not register?

