Overcharged bill

[Shegun]

I was grossly overcharged of my usual device bill for two of my devices. I pay £56 and £37 but was charged £131 and £112. Been trying to call the contact centre but its a long queue

[Mi-Amigo]

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@Louise52 wrote:

Thanks for the quick reply - the link you gave takes me to the BBC news!! https://www.bbc.co.uk/news/uk-52130230

Is there a different link?

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My sincere apologies @Louise52 - error due to my copy and paste.

Thank you for pointing this out . I have corrected link in my original post which is

https://community.o2.co.uk/t5/How-to-Guides/Tips-to-avoid-unexpected-charges-on-your-bill/ba-p/12182...

[Louise52]

Thanks - this is a really helpful guide.

I'm still worried as to how I've been charged £60.00 for additional minutes... and can't get through to O2 - I've tried many times. The problem is that I don't make many phone calls and have never called anyone living abroad. I do use the occasional emoji but not in great numbers! There's no one else here who could have used my phone and I'm SO worried that this is going to happen again.... it may be a stupid question - but is there anyway someone could have got my number and is using it...?? I really can't afford for this to happen next month and am very stressed and upset by all this . I've had 'pay as you go' for many years and only 4 months ago , when I got a different phone, O2 told me it would be more economical to have a simple monthly tarif!!

[Cleoriff]

@Louise52 

Not sure what link you are looking at but the one provided by Mi Amigo takes you to the correct guide?

[MI5]

It's been fixed.

[jonsie]

yes, edited

[Cleoriff]

So I gather. It was showing the correct one when I posted.

[Mi-Amigo]

@Louise52 

Have you checked your MyO2?

If you look at your latest airtime bill and scroll down to Summary of charges, is the excess charges under minutes or premium and information services?

That might throw some further light on why you have incurred unexpected extra charges.   

[Louise52]

Thanks for the reply - I have just managed to find a detailed breakdown of the bill and it was additional minutes that cost £60.00.... this is really dreadful as I had no idea that this month I'd gone over the allowance  of 500 minutes. When I signed up for this tariff in the O2 shop, I'm sure that someone mentioned that there was a CAP to notify me  if I was going over the allowance- but nothing came - to my email or phone. This 'oversight' has led to 27 calls being charged at 55p per minute - one local call cost over £11.00 and another to a mobile cost over £19.00. It a hard lesson learnt.... and without going through every call individiually - I suppose I must trust that the system has calculated correctly and there's nothing more I can do:( ...... is there?

[MI5]

Not really, unfortunately.
Keep an eye on allowances in your MyO2 in future.

[jonsie]

Unfortunately there is nothing you can do as you have gone over your allowance. Costs are shown in My O2 so as you say, harsh lesson.