Complaint rasied:
Re. My number xxxxx
Dear Sir,
I wish to make a complaint re. my recent web chat to resolve a billing issue.
I contacted O2 because I was getting spurious £4.99 charges on my bill for roaming, these amounted to £24.96 on the last full bill and £4.99 on my current period.
It transpires these were billed because I did not 'opt out' of 'O2 Travel', and as soon I sent what has always been on my Simplicity contract a free text* abroad to the UK I was billed £4.99.
For years I have been able to send free texts when roaming anywhere in world with O2 on my Simplicity contract with the International Traveller Service using 4 of of my inclusive free texts for every one I sent (4 for 1). I have had this service and contract for what must have been >10yrs, I have been with O2 for nearly 20 years.
My complaints are :
1) Your customer service agent on web chat was only willing to refund £10 to me for what is nearly £30 of spurious charging.
2) I was never notified that I have to opt out of 'O2 Travel' to avoid these £4.99 charges.
3) When on numerous occasions on the web chat I asked for 100% clarification that the 4 for 1 free international texts have been withdrawn I was told 'yes'.
It was after this I asked for my PAC number.
4) It now transpires from the forums and work colleagues on the same contact as me that the 4 for 1 international free texts are still available, and all I needed to do was switch off 'O2 Travel'.
5) I now feel very disgruntled I was given 'duff' information and on that basis terminated my contract with you.
Please can you confirm if I don't use my PAC code with another mobile network I will revert to my Simplicity contract and still receive the 4 for 1 free international texts from anywhere, as I have done for years?
If this is not the case, and the 4 for 1 texts have been withdrawn please can you send me a copy of the notification I am supposed to have received for this change to my contract?
Kind Regards,
