Large bill for daughter's phone

[Anonymous]

My daughter makes very few calls and stays well under her allowance. Unfortunately she called someone for a few minutes and left the phone on. We now have a bill of £75 for a 5 hour phone call. O2 won't refund but surely as it was a mistake and not characteristic of normal usage it could be refunded?

[MI5]

If the other party hung up the call should have been automatically disconnected after 6 seconds.
It is O2's responsibility if this is the case.

[Cleoriff]

You should persist with trying CS again @Anonymous You may be lucky enough to get someone who will recognise from your daughters previous usage that this is abnormal. A family member of mine had a similar thing happen to her. She did get a refund... at the 3rd time of trying I think...

[Anonymous]

Can O2 find out if they hung up? I'm not sure exactly what happened but my daughter was on the phone for a few minutes rather than the 5 hours billed

[Anonymous]

O2 have done an investigation and said that as it was her SIM(?) and she made the call then hard luck and the bill still stands. So should I persist by calling again? Is there an address to write to, a higher authority I could speak to?

[MI5]

It should still disconnect as the line would have gone silent.
If CS won't help raise a complaint http://www.o2.co.uk/how-to-complain

[Bambino]

It may have been her sim, but the sim is O2's equipment, and if it was faulty because it didn't disconnect after six seconds on a silent line as it's supposed to, I don't see how they can say it's her fault.

[Anonymous]

Thank you for all your helpful replies, I've raised a complaint so fingers crossed I get somewhere 🙂

[MI5]

Good luck and let us know how it goes.
Remember it will take around a week for complaints to get back to you though.

[Beenherebefore]

There have been several reports of a similar nature recently.......batch of faulty SIMs or yet another flawed O2 business process ?