Device plan overcharged

[Anonymous]

I have recently been overcharged on my device plan contract.

As most know, pay monthly charges are often split into device plan charges and airtime charges. The point is that the device plan is set from the outset - so 24 monthly charges of £15 and then it ends and the phone is paid for. This is the simplest possible task to get right. Every other company I deal with can stop plan charges on time - water rates, insurance premiums, anything I buy and pay over a fixed period. Live chat told me that I had to cancel my device plan charges myself - which is clearly ridiculous. The call centre said it was a one off system glitch - but as we know systems don't make one-off errors - they make systemic errors.

Does anyone else have experience of this - if o2 can't get this simple task right for me, how many other people has it overcharged who have not checked their bank details.

[Cleoriff · Accepted solution]

Hi @Anonymous

If you are having problems being overcharged then avoid live chat. I would advise you speak to someone in customer services again asap http://www.o2.co.uk/contactus

If you have been overcharged you will be eligible for a refund..

It is annoying but yes it can be a system glitch as you were told...not what anyone wants to hear but it does happen

[gindygoo]

Hi there,

Call 202 immediately and speak to a customer service agent. Tell them everything you've said here, and demand your refund.. I'd even push for an extra goodwill credit for the inconvenience

Do pop back and let us know how you fare.

Charlie.

[MI5]

Payments and amounts owned can be found in your My O2 http://www.o2.co.uk/myo2

[jonsie]

Check the amount in my O2 as you have the option to pay off the device there without needing to speak to anyone or use the inadequately trained live chat people.