on 24-01-2013 11:28
on 24-01-2013 11:28
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!
Solved! Go to Solution.
on 24-01-2013 18:32
I know op said where he was but not how they were traveling, just a thought. why else would they not be charged for o2 travel, unless used more than the 25mb of data per day for £1.99 and had the service removed and been charged standard rate.
on 24-01-2013 18:56
on 24-01-2013 18:56
on 26-01-2013 19:52
on 27-01-2013 08:11
on 27-01-2013 08:11
The fact that it shows norway and not any ship systems identifier rule out any ship related issues.
This has to be a network error and when the op hears back from o2 after the 5 days to investigate I hope they post back the resolution.
on 27-01-2013 18:47
If they hear back you mean
on 28-01-2013 01:31
on 28-01-2013 01:31
Not sure if this will help.
But recently at Dover, The phone does pick up the Ships network and these come up with Numbers and not names.
However they are registered to Norway and charge at out side EU costs, which I have to admit i was sent a sms advising me of this.
Also the times on my bill didnt corresponce to the time i used the service, but i still used the service so I knew i had to pay. I did however remeber to Turn the data of whilst on the ship so I didnt get a massive bill and soon as i arrived in France or back in the Uk on return, I switched Data back on. (Once i knew it with o2-uk or Orange fr)
So this now may answer the question to the bill.
http://community.o2.co.uk/t5/Other-Products-Services/Review-O2-Travel/td-p/268082
This is my update when I used O2 Travel and may help.
on 28-01-2013 08:54
The charges, even for incoming calls never mind outgoing calls and data, on cross-channel ferries is horrendous.
I always make sure my phone is turned off to avoid these problems.
on 30-01-2013 10:54
on 30-01-2013 10:54
So I didn't hear back from 02 so I thought I would phone and chase. I got through to Kathy in Billing (on 202) who advised that my case had been looked into and that I have been refused a credit but there was no justification - just that "the bill was correct".
I explained to Kathy what had happened and just pointed out that I was on the phone in France when billed for Data in Norway. Kathy agreed that there was an error just by scanning over my data so see that at the same time I was also using data in France. Kathy spoke to a senior manager who also agreed that there was an error with my bill and as some of you have stated Norway is classed as EU wheather I was there or not!
Kathy also looked in to my online chat and said it should have been dealt with on othe spot as anyone who has a bit of common sence could have looked in to it and seen the error, they just didn't bother!
Thanks to Kathy, I am now receiving a full refund back on to my account in 5 days!
TAHNK YOU KATHY!
on 30-01-2013 10:57
on 30-01-2013 10:57
on 30-01-2013 12:03
on 30-01-2013 12:03
Good result, shame something so obviously wrong wasn't dealt with on the first call.