International Text charges never sent.

[Getafix]

I have 3 PAYG lines with O2.

Got one on 07Oct. Topped up £20 for the £20 Bundle.

Did the same again on 08Nov. Bundle Renewed.

Topped up £20 on 07Dec and an hour later £1.60 deducted for International Text. And as not enough money, Bundle did not renew. On 08Dec I added another £10 and Bundle renewed immediately with Balance of £8.40

Used O2 Live chat so they can investigate it. Which they never bothered and using the Line "Our Records are correct and have been charged accordingly". 

Now fast forward to today. I check my balance and down to £2.40.

And use Live chat and same line again and no offer to investigate.

Has anyone had similar issue?

They want me to pay £10 for SAR and then take the phone and call details to O2 shop? So what is O2 shop going to do?

[Getafix]

Never sent any international Texts. I have gone through the Texts on the phone to confirm that.

If I had sent the Texts then I would not be querying the charge.

I will call CS as suggested and speak to them tomorrow.

Will keep you posted.

[Getafix]

And 38 International Texts are not difficult to miss on the phone.

[jonsie]

Something really strange going on. Good luck calling them, hope you get it sorted.

[Cleoriff]

At least I got that bit right @Getafix (that you didn't send an international text).....You certainly need to ring CS to get it sorted. Out of interest were all the texts sent to the same number?

[MI5]

How do you know the credit was used for international texts then?

[Getafix]

@Cleoriff/MI5,
Live chat confirmed what I had been charged for.
They would not give the Number the texts were sent.

Their suggestion was to request this under SAR and then take my phone to O2 shop.
Which I believe to be rubbish as I know what the shop would say.

Will try CS later and keep you posted.

[Cleoriff]

Good... let us know how you get on. @Getafix

[MI5]

Ah, I see - Live chat probably got it wrong.
Calling CS usually gets you a better response and they will most likely just refund the missing credit.

[jonsie]

Yes you need to speak with them. They will give you the information you need without messing with SARs.

[Getafix]

Just had Live Chat with Social Media Team after posting on Twitter.

Was suggested to have the SIM replaced. Also need to reset phone. Two International numbers repeatedly sent text to.

Given Credit of £10.

Will get new SIM tomorrow and change phone as plans are to use it only till 21 Jan.

Will be used several times later in the year again.