Charging wrong account

[Ptarmigan]

Hello all,

the background is that my daughter and I have the same surname, live at the same address, and have individual existing O2 accounts with mobile numbers that only vary on the last digit. Hers ends in 5, mine in 6.

I took out a new O2 contract online in my name, gave my banking details etc., and got an email order confirmation in my name. However O2 have added the new contract to her account and are billing her. Then we got a letter of confirmation in her name.

So O2 have raised a charge on her account without permission.

We got bounced around on chat, the call centres, the local shop. The latest suggested resolution is that we both have to go into a shop and cancel my contract within the 14 day cooling off period.

Completely ridiculous, and I cannot help but think there is a data breach in here somewhere.

Very disappointed with O2. I have written to the correspondence centre in Winchester, but no doubt that won't be responded to within the 14 day cooling off period.

If I go down the cancellation route, it won't be to take up another O2 service!

[MI5]

I'll tag @EmilieT to see if she can help you.

[Cleoriff]

Certainly does appear to be a real mix up @Ptarmigan though with the same surname, same address and only one digit difference between the numbers you 'may' be able to see how it happened.

All that said, the fact they aren't prepared to rectify THEIR error is pretty appalling...

[EmilieT · Accepted solution]

Hi @Ptarmigan, and welcome to the forum 

I'll get someone to look into this for you, can you please reply to the Private Message I just sent you? I'll need a few more details, and hopefully it'll all be sorted soon after!

Thanks @MI5 for the mention 

[Ptarmigan]

Many thanks @EmilieT for your help. All is now sorted.

It did become a bit convoluted so took a while, but we got there!

[EmilieT]

That's fantastic, good to hear it's sorted now @Ptarmigan