Call to Nepal - Monthly Bill

[Anonymous]

Hi guys.

This is my first post. First of all, I would like to thank O2. Due to recent tragedy in Nepal. O2 offered a free calls to Nepal's mobile and landline (for pay monthly, PAYG and business customers) from 29th April 2015 upto 5th May 2015. And that's one of the many reasons I joined O2. You get offers from time to time as a valued customer.

As soon as I heard the tragedy. I made several calls from calling cards to Nepal with no luck as most of the communications were down after an earthquake. Since Skype was the first provider to bring free calls to Nepal. I used Skype till 03/05/2015 to call my families for which calls only lasted maximum of 4 minutes. For some reason, Skype kept cutting off on 04/05/2015 and since I am with O2 on Pay Monthly, I decided to made a call on 04/05/2015 and spoke for nearly an hour. Next day, I got a text from O2 saying the call I made is charged nearly £60 (without VAT). At first, O2 might adjust the cost on my bill as per O2 the call was FREE. But when I checked my online account the charge for the call is still £60.

So will O2 reimburse the cost? OR Adjust it in my next bill? OR did I miss some terms and condition?

Thank you for your reply in advances.

[Bambino]

Call Customer Service on 202 from your mobile. As the call you made was within the alloted dates, O2 should reimburse you for the full amount. 

[Cleoriff]

And maybe to add weight to this @Toby (community co-ordinator) should be involved to action more quickly? This is the last thing O2 needs after offering assistance in the wake of this tragedy..:smileysad:

[Toby]

Hi @Anonymous,

I'm Toby, the community coordinator. Have you got in touch with O2 about this yet? 

[MI5]

It clearly states here that it will appear as a credit on your next bill.
http://community.o2.co.uk/t5/Welcome-News/Nepal-Earthquake-Supporting-O2-customers/m-p/873534

[Cleoriff]

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@MI5 wrote:
It clearly states here that it will appear as a credit on your next bill.
http://community.o2.co.uk/t5/Welcome-News/Nepal-Earthquake-Supporting-O2-customers/m-p/873534

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So it does @MI5. Thanks for the reminder

[Anonymous]

@Toby

not really, I thought I might ask the guys here before I call O2. As posted by @MI5 the cost will be credited on my next bill. Should I wait till next month or give O2 a call?

[Toby · Accepted solution]

Hi again, not a problem.
Check in your MyO2 page when you expect your next bill, as any charges included in this discount will be applied back to your account as credit.

[Anonymous]

Thank you guys for your replies.

Much appreciated.

[Cleoriff]

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@Anonymous wrote:

Thank you guys for your replies.

Much appreciated.

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No problem at all. Best wishes to you and your family. I hope they are safe...