I have been overcharged - how do I get a refund.

[Anonymous]

This afternoon I received a phishing text which purported to be from HM Customs about a refund due to me.

Realising what it was I forwarded the text to HMRC on 60599 at 15:08.

I only sent the one text which I expected to be charged for at £0.083.

my recent charges shows that I have been charged 5 times for the same text at the same time.

How do I get a refund in respect of the overcharge?

[MI5 · Accepted solution]

You will have to speak to customer services http://www.o2.co.uk/contactus

[pgn]

@Anonymous,if the message contained a URL, it will have been converted to an MMS message, costing about 50p. You may not get a refund, and may benefit from disabling MMS on your phone, to avoid inadvertently getting charged again another time

A guide here explains how to do this:  https://community.o2.co.uk/t5/Other-Products-Services/Accidental-MMS-Sending-and-How-to-Avoid-it/td-p/689503

[MI5]

Your recent charges will show it as a multimedia message if it has converted, rather than 5 sms messages ?

[Anonymous]

Thank you for your helpful explanation.

it is a pity that the O2 chat adviser did not understand it either. She said it was because I was sending it to a premium line like a quiz or gambling. She clearly did not know who HMRC or the Inland Revenue were.

[Anonymous]

It still shows as 5 SMS messages even though they have clearly charged me for an MMS.

as usual the chat adviser was useless!

Thank you for your comment.

[MI5]

Did you get a refund anyway ?

[Anonymous]

I am waiting to see if a refund appears. The chat line adviser said she would refer it to the support team!

[MI5]

I'd follow that up with a call on 202 if I were you.
Chat may not have done anything with it at all.

[Marjo]

Hi @Anonymous, how are you doing today, did you get any confirmation of the refund in the end?