Overcharged for international SMS

[dancingtrees]

I've checked one of my recent bills, and I've been charged £8.64 in additional charges for 2 international text messages.

Looking at the O2 extra charges guide for pay monthly customers, international SMS are charged at 55p per message.  Presuming that O2 charge for multiple messages where they are over 160 characters, that still means I've been charged 13 messages for a text length that was at most only 6.

I've tried to speak to Customer Services to dispute the bill, but apparently they are only taking calls about fraud or lost phones every time I call.

Has anyone got any suggestions in order to get this sorted or speak to CS?  Have tried calling at different times of the day but only ever get the same automated "Goodbye!" response.  No idea how else to get this sorted!

[Bambino]

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

Customer service numbers are here: Guide: Coronavirus Community Help and Support 

Because you're not buying anything, O2 doesn't consider your call important, so use the Lost/Stolen or Fraud option if you have to, to get through. Otherwise you'll just be disconnected.

[MI5]

@Thomaso1 @Anonymous 

Could either of you help here please?

[Anonymous]

@MI5 Thanks for the tag

@dancingtrees Will PM you to see what we can resolve today.

Thanks

O2Simon

[dancingtrees · Accepted solution]

Cheers @MI5 for connecting me to the right people. Appears the issue was down to a system blip when sending out the international texts, which resulted in the overcharging. Many thanks to @Anonymous for reaching out and quickly resolving my issue, and to others who replied with advice

[MI5]

You’re welcome