Additional Charges

[Anonymous]

I am posting this in an attempt to get the additional charges removed from my account.
I am currently in Nepal and was caught up in the earthquake that hit and lost WiFi access. So to contact family and friends I put my sim back in my phone, to let them know that I am safe and unhurt.
I am now getting charged £40 for Internet Usage, which I have been told I can't get removed despite these extreme circumstances.
Am I being unreasonable in asking this? I know it's a relatively small amount but it was terrible situation which I was caught up in and I feel like I am been stung for it...

[MI5 · Accepted solution]

O2 have already stated that they will remove all charges for any customers either calling Nepal or calling from Nepal.
There is no need to claim - It will be done automatically.

[MI5]

http://community.o2.co.uk/t5/Welcome-News/Nepal-Earthquake-Supporting-O2-customers/m-p/873534

[Anonymous]

That is Calling Charges... these are specifically the charges for Internet Usage! I thought I was been intelligent in using the Internet to send group messages over WhatsApp rather than make 20 individual phone calls.

[viridis]

Maybe the info needs to be fed down the line to the uninformed cs staff telling the op they can not get this charge removed.

[viridis]

@Anonymous_k any info on data usage in Nepal?

[Anonymous]

The comms from O2 say's and I quote:

 "  From 29 April and until Tuesday 5 May inclusive, all Pay Monthly, Pay & Go and SMB customers making calls from the UK to Nepalese landline and Nepalese mobile numbers will be free."

O2 customers in Nepal and will retrospectively apply credits for any calls and texts charges made since the earthquake first struck on Saturday 25 April. We’ll also retrospectively apply credits for our customers who made calls/sent texts from the UK to a Nepalese landline/mobile number from this date. The credits will appear on a customer’s next bill (or a future bill depending on the dates). "

"The Foreign & Commonwealth Office (FCO) helpline number 0207 008 0000 will also be free for calls made from an O2 mobile in the UK and for any O2 customer who is visiting Nepal"

There is no mention of Data.But this credits will be applied  manually so you never know... What I would say is check the bill when it comes out, if there's nothing credited ring customer services and they will see if they can help as a goodwill gesture. Hope this helps

[Anonymous]

Thanks for the fast replies guys ☺

[jonsie]

Definitely speak to them if the charges are showing on your bill when produced, as you say, circumstances are unique to say the least. I'm sure the charges will be recredited for you. 

[Cleoriff]

@AnonymousJust to add...I wish you all the very best ...and please stay safe...