Charged for bolt ons I didn’t receive!!!

[Lolab]

Totally fed up and cannot get anywhere with this problem. Last month whenever I tried to add a bolt on data to my daughters phone more often than not I got the message “could not be added at the time Try later” and I did try again, same message...tried again same message, i actually got a bolt on added 3 times during the bill period as I know it rarely would add on plus I received only 3 emails confirming I had bought the bolt on and it was ready to use etc.

Well the bill for her airtime is usually 30-56 as I do add on a few data bolt ons for her as she’s 16 and out and about.
But the bill was£168.44!!!!!

I looked into it broken down and it’s £118 worth of data bolt ons!!
There is a big list basically saying I bought a data bolt on everyday of the month and sometime 2 or 3 abs even 4 times a day which is unbelievable. I’ve been in my o2 store, phoned and complained,emailed 12 times in all I’ve done and they still won’t help me.
First guy I spoke too on customer services told me he spoke to a manager and it was a fault on o2s behalf and they would re calculate my bill......that didn’t happen, they didn’t phone back when they were meant too, I’ve had to phone to prevent my daughters phone from being restricted until this gets sorted.
HELP now I’ve received an email from a guy from o2 saying my bill is correct and to pay!!!

It’s not on
I have been charged for each time I tried to add a bolt on.

Anyone had this problem also and/or can someone help me contact the top guy/woman who will listen to me and see sense?

Thanks

[MI5]

I had the same problem trying to add a bolt on last month but it was quickly sorted by live chat. I haven't been charged incorrectly for it though.
As customers, and as you've already tried the usual channels, all we can suggest is asking admin for help if possible @EmilieT @Martin-O2 @Marjo

[Lolab]

Hi thanks
Admin on here or to phone 02?
I’m new to this community thing

Thanks

[MI5]

On here - I've tagged them above so look out for a message from them after the weekend.

[Lolab]

Ok thanks.

i want to know who Adam Smith is in relation to O2 as he replied to my email eventually and told me my bill was correct,Which is wrong and I need to know where I go from him to take it further.

thanks

[MI5]

He'll be someone in customer services I guess.

[Lolab]

So not anything to do with the resolver

[MI5]

His email address will give you a clue.
If it's @o2.com he will be customer service.

[Lolab]

Yeah it is that,oh well he’s not the last call on this dispute. I’ve the resolver to contact too then. He made his email sound like it was his last word!
Thanks

[MI5]

If they have issued a final response it means you are now in deadlock, in which case, you can escalate to the Ombudsman.
You can call Ombudsman Services: Communications on 0330 440 1614 or write to them at:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU