Charged for data that never arrived

[Anonymous]

Hey there
Bit of a strange issue here. I ran out of data (1gb Inc in contract) on the 28th of last month. I redid my tariff and updated my allowance to 5gb to start on my next contract date (18th).
In the mean time, I tried numerous times to purchase the one - off data bolt-ons. Usually I just log in to the app and do it that way. But no matter how many times I tried, it wouldn't work. The page wouldn't load and I received no confirmation text like always happens. I even tried on the phone but the option wasn't on the list of options like it usually is. So I assumed that because I upgraded my allowance, perhaps I couldn't get the one off bolt-ons.
Alas my bill arrived and all the charges were there. £22.50 extra, even though none of the data actually came through on my end. From 28th to 16th I literally had no data and now o2 are charging me for this. Anything I can do about this? Included is my data monitor app on my phone for the time period.

http://imgur.com/FS3tE1z

[jonsie]

Call customer service as they will be able to see that no data was used. They should refund the charges for you.

[Cleoriff · Accepted solution]

Hi @Anonymous You really need to ring customer services in the morning. Problem is we have no access to your account. Only CS will be able to advise whats happened and how it can be corrected

http://www.o2.co.uk/contactus

We could all suggest different things like change of tariff not being actioned as yet...but no one knows for sure. It has gone for some time without showing your correct tariff...so give then a ring on the number shown in the link. As this is an account issue, avoid live chat if at all possible