Hello,
I've been with o2 about 12 months without any issues and I don't think I have ever had reason to contact o2. However, this month my bill was almost double its contractual amount due to a call to an 084 number. Upon googling this number it belongs to Sky. This has caused the DD to fail on my bills account as I make so few calls every month there isn't a risk of it going over the tariff I am on.
The number appearrs to be for Sky TV. Before anything else please let me say there are a few issues surrounding my need to contact Sky. I have never held a service with Sky TV, I don't wish to have a Sky TV service, nor can I have a sky dish on my house due to living in a listed building. Not only this but the number called was an 084 number, I am not an idiot, upon going to their website I am presented with an 03 number for all departments. The total charge for 50minutes in duration totalled about £30+ VAT so £36 all in. My contractual tariff is £44.
There are no records of this number on my phone on any date. I live alone and therefore no one else could have made this call, unless my cat is exceptional and decided he fancied some Sky TV action. Added to the fact I suffer from seizures and always keep my phone with me throughout the house.
I attempted to contact o2 via the live chat, frankly the chap was uninterested in what I had to say and said I would need to call and refused to raise any form of complaint. I explained to him this is the best means of contact for me, as after hitting my head a few times from falling my memory wasn't amazing. Reluctantly I called the 202 number he provided. The lady I spoke with was lovely, however it sounds like her remit over the phone was a maximum of £10, that was the offer which I declined out of principle. I said I would take this as far as I needed to in order to get this resolved. The end result of this call despite giving my reason for calling as "complaint" resulted in the lady saying I would need to email in order to complain.
What do I actually have to do to get this sorted? You'll likely restrict the service soon and have my phone number at ransom. Due to on-going spinal issues and being prone to seizures and falling I clearly cannot afford to have my phone restricted as it is my only form of contact to family members and emergency services if anything does happen again.
You are making it almost impossible for me to make a complain, even when I try and make a phone call which I really hate doing due to memory issues.
I cant leave as I have a year left on my contract, one thing is for sure though I will not be recontracting with your company. It seems impossible to actually make a complaint, do I go direct to ofcom explaining that after speaking to, two seperate people o2 are making it extremely difficulty and time consuming to actually raise the intial complaint?
The amount of money isn't huge but I will fight this all the way to the chairmans office. If you're going to try and get this £36 from me, it's going to cost you far more in terms of charges from ofcom and time spent dealing with the complaint, assuming I can actually make one.
Disgusted.
