False Charge

[Anonymous]

In November 2017 I visited Amsterdam, I recieved a text from o2 Claiming that Calls, Texts and Data allowance whilst roaming in Europe would not come at any extra charge. All usage would come out of my monthly allowance, Yet I recieved a £40 bill in November For data usage? I have only recently found out as my mother was worried about her £120 bill for calls to other network providers. Which, ironically, she has been falsely charged for as she recieves 250 minutes any time any network calls which she did not exceed. 

All replies are appreciated, I hate to think of other o2 customers that are being explotied for profit by this company. I am definitely ringing in the morning to demand a full refund as well as cancelling my and my families contracts and moving elsewhere. 

Thanks 

[Glory1]

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@Anonymous have you checked in My O2 to see what the £40 charge(s) refers to? Did you, for example, go over your data allowance while in Amsterdam?

Please read the information contained in the following link http://www.o2.co.uk/help/pay-monthly/using-your-phone-abroad#qs

I would suggest you contact Customer Services http://www.o2.co.uk/contactus if the information in the above link and My O2 cannot explain why you have been charged this amount. They open at 08:00 which is the best time to call.

[MI5]

How did you get to Amsterdam?
If by boat you may have been charged the ships rate for data.
With regard to your mother’s calls, certain numbers are still chargeable.
See help here https://www.o2.co.uk/help/account-and-billing/other-numbers-and-charges
One final point with regard to cancelling your accounts, cancellation fees may be applicable if the contracts have not reached their minimum term.
How to cancel https://community.o2.co.uk/t5/How-to-guides/Cancelling-Your-Contract-A-Guide/ba-p/566774#M56526
PAC to keep your number https://community.o2.co.uk/t5/How-to-guides/How-to-get-your-PAC-2017-Update/ba-p/1052278

[jonsie]

Ferry charges explained here :

https://community.o2.co.uk/t5/How-to-guides/Cruise-Liners-Aircraft-Charges/ba-p/1058892

http://international.o2.co.uk/internationaltariffs/travelling_abroad#

[MI5]

Data unavailable ^^^ is actually very misleading as data use is available, but not from O2.
Using the ships data connection is far worse than anything O2 charge but for the correct pricing you should check with the relevant ferry operator.

[Cleoriff]

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wrote:
Data unavailable ^^^ is actually very misleading as data use is available, but not from O2.
Using the ships data connection is far worse than anything O2 charge but for the correct pricing you should check with the relevant ferry operator.

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It is misleading and the wording should probably read...'Unavailable from O2, Check rates with ships/ferry operators'.... 

(All supposing the OP actually travelled by ferry.)...

[jonsie]

It does actually state that data will be capped at £40 which is why I showed it as that is the amount the OP was charged. Luckily it was only over the one billing period otherwise the charge would have been £80.

[Martin-O2]

Hey @Anonymous it would be great to get an update on this once you've spoken to customer services. 

[MI5]

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@jonsiewrote:
It does actually state that data will be capped at £40 which is why I showed it as that is the amount the OP was charged. Luckily it was only over the one billing period otherwise the charge would have been £80.

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I’m confused as to how they can cap something at £40 which is unavailable?

[jonsie]

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wrote:

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@jonsiewrote:
It does actually state that data will be capped at £40 which is why I showed it as that is the amount the OP was charged. Luckily it was only over the one billing period otherwise the charge would have been £80.

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I’m confused as to how they can cap something at £40 which is unavailable?

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Yes but apparently they can and they did. Just another O2 website anomaly that they need to show an interest in fixing!