BEWARE O2 MyTravel Nasty Trick!

[Anonymous]

Well well well, what a surprise, o2 screwing over and over charging their customers again.

I thought the MyTravel bolt on was a great idea. Land in the country where I am holidaying (Turkey) and pay only £3.99 a day when I use data!

So I land in the morning of Sat 30th July and use my data to check emails, social
Media and use whatsapp.

I get to my hotel in the evening of Sat, 30th July and send a text to turn off o2 MyTravel as I don't need it anymore as I'm going to use a Turkish SIM card for the 2 weeks I'm here, all good right?

Wrong!

Get an email from o2 saying I've used £120.40 in data charges. SAY WHAT!?

Because I turned off MyTravel that same evening, I am being charged for the data I used that morning at the standard o2 roaming rates!

The live chat help was useless as per usual, and we all know how impossible it is to get hold of o2 on the phone when on holiday.

I'm hoping an o2 member of staff sees this and tries to help me rather than just quote nonsense at me like their crappy LiveChat did.

I await a response.

Moral of this story, o2 will take any chance to grab as much of your money as they can!

[Anonymous]

They are saying the text message was sent at 6.40pm UK time, making it 8.40pm Turkish time, at which point my o2 SIM card was not in my phone. So no idea how this has happened, I don't even recognise the number I'm supposed to have texted!

Also saying that I used data after 4.48pm UK time, i.e. 6.48pm Turkish time (after I had cancelled the MyTravel service and taken out my o2 Sim Card)

Very dodgy. Will be going down the official complain route too, seeing what they say and then saying goodbye to the bad rubbish of o2! No MyTravel service is worth staying with them for.

[Anonymous]

The number I am supposed to have texted is: ‪+44 7802 000332‬

Isn't this the o2 SMS centre number? (a Google search has told me) and if my o2 sim was not in my phone, is it possible this number could have had an SMS sent to it from my phone?

I have an iPhone and nothing is showing up in my SMS messages application....the plot thickens

The customer service advisor was adamant I had sent an SMS to the number given above after I had turned of the MyTravel service!

[MI5]

All international texts show as that number on your bill.

[Anonymous]

I get itemised billing though when I text from abroad.

Plus my o2 SIM card wasn't actually in my phone at the time they are stating that this text is showing up on my bill.

And there is no trace of it being sent from my phone.

Am I going mad?

[MI5]

No, it's typical of o2's attitude to customers unfortunately - "The customer is never right - support our shareholders".
Now go stand in the corner and repeat the above until bored

[Curr946]

Perhaps the home network has your message on it's server until that time. I'm not when a text would be charged while roaming, if it failed on not sure it would be billed to o2

[jonsie]

It's looking like you are going to need to make the complaint. Email them now if you haven't already done so.

[Anonymous]

UPDATE: The social queries team have come back with this:

"" From looking at your account I can see that the reason this has happened is because you turned off the O2 Travel service while you were in Turkey.

This meant that you stopped receiving the O2 Travel rates and were then charged the standard rate of £6 per MB.

All the usage come directly from your SIM, so we know that the data was used and the charges are correct.

133.81MB was used, now this should be a charge of around £804, but as you had the £120 cap on your account, that’s all you were charged.""

So, from this, it appears I have been punished for turning the MyTravel service off in the evening of my arrival, and they have charged me everything I used that entire day.

They are trying to make me feel better by saying 'well, it could have been £800'.
The level of disdain for the customer is incredible.

I will be making that complaint, but to be honest, have no faith as they have been very complicit so far and are climbing over each other to take my money.

Cannot wait to leave! Their 4G where I work in London is rubbish anyway.

Good to see the community leader remaining out of this as well and not seeing sense like the rest of the people from o2 I have dealt with so far!

[Toby]

Hi @Anonymous,

Sorry to hear you're not happy with the reply you've had. My role is to manage this community and you went down the right route of contacting customer service, as they can investigate the issue, whereas I cannot unfortunately. If you feel that you need to, please submit an official complaint.

[Beenherebefore]

If I've interpreted the situation correctly, this is the first occurrence of a major company operating a scam.
The fact that the data was used while O2 Travel was invoked should result in the data being charged according to those T&Cs.
Whether O2 Travel was subsequently turned off makes no difference whatsoever.
For £120 it's worth a small claims court action.