Nan being charged to text my mum

[Anonymous]

Hi, 

My nan is on O2 PAYG and has recently started being charged to text my mum and only my mum. Nothing has changed in that time and all numbers are the same etc. We have checked that her number is saved as 0 and not +44 - as this has been suggested in other posts. 

She has spent quite a lot of money now when she shouldn't have to as she needs to be able to contact my mum.

My nan is quite elderly and is not comfortable ringing customer services and I am far away so am not in a position to do so on her behalf. 

Any support would be great.

Thank you 

[Cleoriff]

Hi @Anonymous Do you know what payg tariff your Nan is on?

Also is it only your Mum she texts...or other people?

[Anonymous]

Hi. Thank you for your response. It's a pretty basic tariff of free minutes and calls. I think it's £10 a month. She has to top up (which I do for her online) and that gets deducted. (Not sure yet of exact details)
She texts a lot of people, myself included and all those texts are free. It was only over christmas that she started getting charged just for her.

[MI5]

As this sounds like an account issue I think the only way is for customer service to look at it.
If you can get your nan's password you can call on her behalf.
http://www.o2.co.uk/contactus

[Cleoriff]

It seems weird that it was just one person she text she got charged for. I wonder if at that time she had exceeded her allowance? You could check her account in My o2 http://www.o2.co.uk/myo2

Or ring customer services http://www.o2.co.uk/contactus

[jonsie]

Neither of them have just changed sim card? I know you say nothing has changed but as suggested check the allowance in My O2.

[Marjo]

Hi @Anonymous How is it going? Did you manage to speak with CS in the end to resolve the text issue?