Data roaming charges for outside the EU when in fact I was in the EU with receipts to proove it!

[Anonymous]

O2 have decided to charge me over £75 for my bill this month when normally I would pay £36. Apparently I have been in Norway!? which is outside of the EU. So I have been charged £20 of data roaming outside of the EU when in fact I was in France and Belgium which is very much part of the EU.

When queried with O2 - they tell me it's because I have been in Norway - I have never been to Norway in my life. When I explained this this I was told I was in Norway and the charges are correct.

I am very angry about this as my friend that travelled with me is on O2 and she didn't incur any charges at all.

I received texts from O2 saying:

"Relax in Europe with O2 travel. You'll never pay more than £1.99 per day for data. Check your email, Facebook, Twitter and BBC News. Now you can keep your data switched on"

O2 are refusing to refund me the incorrect charges as they deem them to be correct...

Not acceptable.

I am waiting to hear back but am told it will take 5 days?

Is this good customer service? NO!

[jonsie]

Since when has Norway not been classed as Europe?

From the support pages:

Relax, when in Norway,
you're on O2 Travel

• It costs just £1.99 for a day's worth of data
  (up to 25MB).
• Pay Monthly customers use their normal
  minutes (after a 50p connection charge).
• 
  Text messages cost 8.5p per message
  (It's always free to receive texts).

[adamtemp64 · Accepted solution]

If o2 customer services will not believe you were not in norway and you have proof I would raise a formal complaint to the complaints review service by email attaching the proof and see how you get on that way. http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),C...

[MI5]

The point is that O2 class Norway as EU so the charges are the same when in Norway as if you were in France & Belgium. I don't see what the problem is here ?

[Anonymous]

Thanks I will look in to that.

[Anonymous]

The problem is I have data charges for outside the Eu when I wasn't out of the EU. O2 don't class Norway as EU hence the charges...

[jonsie]

Norway is a part of Europe, however they have rejected joining the EU in two public referendums. However, last time I looked Norway ws in the same place on the European map

[adamtemp64]

What are the charges did you get any o2 travel charges at £1.66 a day (ex vat price)?

And the o2 travel page confirms  that norway is included.

Did you use live chat or talk to an advisor on 202 ?

[Anonymous]

Thanks for this - I will point that out. I got charged £1.99 max per day for data roaming in Europe plus £19.91 for data roaming in Norway as "it isn't part of the EU"

[Anonymous]

I was on live chat!