My bill complaint

[Anonymous]

The issue that I have experienced was: I check my new charges on my o2 app and got a shock when I seen a £30 charge for a 12 minute call that I never made. I contacted the live chat team who raised a fraud with their specialist team. After a week I hadn't heard anything so I contacted them again and found out nothing had been done so they raised it again. I checked my emails everyday including my spam for a email from the fraud team. But yet again nothing. I got back in touch for the 3rd time and I got a guy called bazz. He read something from the fraud team saying 'the call came from my sim so I need to pay the charges' now I asked for this in writing via letter or email and they refused also asked for a paper copy of my bill and they refused aswell and said I need to call a number which I declined as I've been dealing with this for over 2 weeks now. I explained I will be making a complaint. And bazz sounded like he didn't give a care in the world. I work with a energy company and I know my rights and the process. I haven't made this call. Since I just managed to pay bill every month. Let alone make a £30 phone call

It occurred on: January 7th, 2017

I have had 2 emails stating someone would be in touch in 3 days then next one 5 days

I'm fuming I've been a customer for nearly 10 year and never had a problem until the last year! I have spoke to 3 people on Web chat and still nothing

[Anonymous · Accepted solution]

Complaints link here

http://www.o2.co.uk/how-to-complain

Also google the CEO email address

[Cleoriff]

In the complaints link above you will see a section about Resolver. Try these first. People have had good results from them @Anonymous

https://www.resolver.co.uk/

[Anonymous]

Yea I've done this through revolver and with them I've done a contact again stating I've not heard anything again

[MI5]

Is it possible that anyone else could have used your phone or do you have Tugo logged in on any other devices?
I'm not disputing what you are saying but just looking at other angles?

[Anonymous]

I've checked everything I even searched the number on google and nothing comes up apart from scam. I under stand what your saying. I just can't deal with this more money that I don't have

[MI5]

I understand that and wish you all the best with your complaint.

[Cleoriff]

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@Anonymous wrote:
I've checked everything I even searched the number on google and nothing comes up apart from scam.

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What was the number @Anonymous?

[Anonymous]

09113980205

[Cleoriff]

Googling it shows it is definitely a scam. One caller said it was a reverse charge number. Either way follow the advice in this link https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Have-you-fallen-for-or-been-conned-into-a-premi...

and report it to http://psauthority.org.uk/for-consumers/unexpected-phone-charge