Customer Service and Sorting a Bill- any advice?

[Anonymous]

Hello everyone,

I'm a parent that pays the monthly bill of my teenage son: I'm the account holder and he's the handset user. At the end of December, 02 changed the T&Cs on the account mid-billing month without letting me know and my son racked up a huge bill of more than £150 (mostly on calling his girlfriend who had a number that wasn't for free anymore.) When I got the bill I was horrified, we phoned 02 and were told the reason for the large bill was a change made to T&Cs in December. A customer services rep told me that O2 were within their rights to change the T&Cs at any time and not let me know but put a request forward to the finance department to have the costs waivered - nice of her  My son has since changed his phone use and the bill for the next month is back to normal. 

The nice customer services rep said she'd call back with news about the waiver and didn't and I've called back about three or four times and spoken with different folk. On each occassion someone has promised to call me back and on no occassion has the follow-through happened. Tomorrow night I'm meeting with my son to make another call. Has anyone got any advice on how to get this resolved?  

Hopefully some good advice out there -

Thanks,

Jackie

[MI5]

Was it the change regarding calling numbers to the Channel Islands ?

[Anonymous]

One of the customer services reps said that was the case. That said, wouldn't have known those numbers being rung were anything to do with the channel islands, folk that live locally to us in the North West with Tesco mobile accounts.

[MI5]

Really we need to understand what the "change to T&C's" was to be able to help?

Just calling a Tesco mobile should not have incurred any extra charges.

[Bambino]

What is the tariff on the account?

[perksie]

We haven't seen any change to the terms that would cause what you say is happening.

[jonsie]

Without seeing the numbers and actual charges it's difficult to see why this has happened.