Hi,
I've had an awful year with o2 and charges. Told charges would be refunded but refund still hasn't happened.
So, this last holiday to the caribbean I decided to turn all data off and leave phone on airplane mode throughout the 18 days I was away. I used Tugo to call my Mum in France using the brilliant WIFI that the hotel provide.
I do have all bolt ons as obviously the carbbean is not in the EU.
I have come back to a whopping bill. Called o2 who insist I was in the UK. I can prove I wasn't. They tell me they can't see where I was because I had airplane mode on. I called o2 before I went and asked them was I safe from horrendous charges if I kept airplane mode on, they told me YES.
This is the third time this year I've had to fight them, the 3rd time I've come on here asking for help. o2 tell me the usual we'll call you back in 5 days after we've reported it for investigation. They don't ever call back.
I have been with o2 since around 2002. Never had an issue until this year. I call them for advice before I go abroad, I follow their advice and I still get charges. I'm sick of wasting hours on the phone to them and having to start the same sorry story from the beginning each time.
Does anybody have any ideas please? Are other providers the same, ie. brilliant at the renewing contract stage and horrendous at sorting out problems please?
The charges I've received on this last bill are all call charges, not data charges. So bolt on didn't kick in yet carrier charges have when it was put on airplane mode at Gatwick on outbound journey and taken off airplane mode once landed back in Gatwick 18 days later.
Any help greatly appreciated.
Thank you.
Victoria.
