O2 mistake on account

[Anonymous]

So was between jobs in September after being made redundant. So by time October bill was coming around I realised I would be a week late in having the money so contacted a live chat agent to explain. The agent explained an extension was they only thing they could do but this would incur a £3.50 late fee. Fair enough. A couple of days later I discovered the agent added a £16.50 bolt on without my asking making my November bill £56.50. So I contact o2 as fast as I could to get told sorry, we will fix blah blah. 6 weeks later it's still not fixed. Allegedly nobody can fix this error and the only solution is pay the £56.50 and get it credited back on the account. Unfortunately I can only afford my £40 contract bill and explained this. I have paid the £40 but bill looks incomplete to the system. Any real advice to get this sorted so I don't get cut off. Records are kept of live chats and telephone conversations to say it was all an error. I have tried multiple times and wats but nothing happens. There is no clarity after me asking for some kind of notification it all fixed

[MI5 · Accepted solution]

As customers like yourself, all we can advise is an official complaint http://www.o2.co.uk/how-to-complain or Google the CEO's email and report it to him to see if they can intervene for you.