International bolt on

[Anonymous]

I’ve had the international bolt for years. It gave me unlimited minutes to USA for £10 a month. I was given no notice that it had ceased in November (O2 say I was sent a letter) and subsequently ran up a bill of over £2000 without realising I was doing so. My usual bill is about £50 a month. No warning was given to me that I was paying a rack rent of £1.50 a minute and incurring a huge bill. I contested it (not easy and took numerous calls) and have now been given a credit of about £1000. I am a pensioner over 70. This has caused me considerable distress over Christmas and New Year and I still can’t afford the bill, even after the credit. Anyone else been affected like this?

[liggerz87]

@MI5 @martino2 @Marjo they can help you a few people have been effected from this

[Glory1]

@Anonymous I am so sorry to hear about the problems you've had and your enormous phone bill. Glad to hear O2 have credited at least £1,000 but it still leaves you with a considerable bill to pay.

If you want to formally complain please follow this link https://www.o2.co.uk/how-to-complain

I will also tag @Martin-O2 and @Marjo our Community Managers to see if they can assist you.

In the meantime, I would suggest you speak to Customer Services http://www.o2.co.uk/contactus, between 0800-08:30 is best, explaining your circumstances regarding your still substantial bill.

I hope I've been of some help and welcome to the forum, though I wish it were under pleasanter circumstances.

[jonsie]

You may want to try the Resolver website to complain as it's much quicker to get your bill looked into. A thread here about the international bolt on

https://community.o2.co.uk/t5/Discussions-and-feedback/International-Favourites-bombshell/m-p/107917...

[MI5]

As you were an international bolt on user, you should have automatically been put on the new international calling trial.
https://www.o2.co.uk/intertrial
You should be paying the rates shown on that link.

[Anonymous]

Thanks so much for your helpful comments and understanding. That has been sadly lacking for the most part in my dealings with O2. My problem has already been escalated from Customer Services to Complaints Review Service and that resulted in me getting a credit for about half the debt, but I was still left with a bill for over a thousand pounds.
I have now had a letter from O2 telling me I will have my phone cut off, so decided yesterday to pay it with a credit card in order to avoid that happening, so I now have a huge credit card debt instead! I’m told my only recourse now is the Ombudsman and am considering that route.
As a business account holder, I apparently don’t qualify for the International calling trial. Although long retired, I have never thought to change from a business to a personal account and that might possibly account for some of the “attitude” I have encountered?

[Cleoriff]

@AnonymousAs you are  business customer therein lies the problem sadly...

The Intertrial link states this quite clearly

Until we launch the full service next year, it will only be available to a limited number of Pay Monthly customers. Business and Pay As You Go customers are not eligible.

However, this doesn't alter the fact that you should have been informed of a change of rate. I think a complaint is the way to go although to save you more stress maybe one of our community admin can help @Marjo @Martin-O2. No one needs this type of worry and anxiety

[Martin-O2]

@liggerz87, @Glory1, @Cleoriff Thanks for tagging us in this guys! 

@Anonymous I'm sorry to hear about your situation. I'd like to arrange for someone to take a closer look at your case and see if anything can be done. I'll need a few details so I'll send you a private message. Please get back to me there when you have a minute. 

[Cleoriff]

Lots of tags @Martin-O2 Apologies for mine,I got a bit carried away with my concern for the OP...Still, too many tags is better than none at all...

[Martin-O2]

@Cleoriff I'd rather get tagged 5 times then not at all!