I am writing to you to raise an issue about Mobile (Pay Monthly) at O2 on September 9th, 2016.
Whilst in Pakistan from 28/08/16 my wife's account had started to show a particular number was being charged for allegedly being contacted too.
When actually it was an unknown number contacting her phone whilst being abroad. Even though the calls were never answered and no voicemails were left or again answered, when queried on 06/12/16, we were advised that the calls were possible fraudulent as my wife had complained through O2 online chat facility, whereby she was advised to take the sim physically out of her phone. To which she did. She was still being billed from the same number.
We have screen shots of the call log, showing as calls being received and not being made from unknown numbers, which completely differs from the account stating that calls were being made originally.
When I spoke to an operator from O2's fraud department, she confirmed the calls as possible fraudulent and authorised for a refund for the month of December and asked me to contact back in regards to back dating the refund from the time these fraudulent calls were being made.
When I spoke to O2 again on 11/01/17 the operator did not allowing me to speak to a manager or transfer me to someone from the fraud department, but read from the account file the initial investigation findings and told to file a complaint.
Then he started to clarify what he told me, as first he said, we accepted or accessed the voicemail or the data showed that we possibly could have. When I confirmed that we didn't, he said that the information is showing that someone or we did and that there was no information from the telecom supplier in Pakistan to confirm this.
As discussed with the operator from December conversation that accepted that calls charged to a particular number was not made by us and not answered by us, nor voicemail was accessed, for us to be charged.
The calls started from 09/09/16 onwards.
NOW...
O2 have said the charges will stand, they calim I didn't speak to anyone from the Freaud and Security Team, when I cleary did.
How do I go about getting transcripts of all cpnversations between me and Customer Services?
