Please i Need Help

[Anonymous]

i just recieve an airtime monthly shocking bill from 02 of the sum of 951.60 just for calling my daughter abroad. pls can anyone help with a solution to tackle this bill. am very sad and disappointed

[Cleoriff]

The OP wasn't roaming though @Anonymous Apparently just calling their daughter was who abroad...

[jonsie]

No caps for calling from the UK and the OP was aware exactly what she was doing without knowing the vast charges. O2 aren't to be aware of those circumstances.

[Anonymous]

my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

[MI5]

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@Anonymous wrote:
my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

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You could have used the Tugo app over wifi and saved a bundle but any network is going to charge you for making calls, esp outside of EU.

All O2 are doing is biling you for usage.

[jonsie]

There really isn't a lot you can do unfortunately. You could try making a complaint to see if they will make some kind of reduction even though the billing charges are correct.

How to complain

[Mark_1980]

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@Anonymous wrote:
my bill is normally £14 but this month it is £482 as while i was on holiday my partner became very ill and was admitted to hospital. o2 have now placed restrictions on my phone. i have been a customer for many years and customer service advise that there is 2 options available. pay half this month and pay the balance next month or set up a payment plan for up to 6 months. but i will not be able to make any calls until the balance is paid!! i am very disappointed that after years as a loyal customer they can’t do anything to help. I even called o2 while i was in Turkey to advsise what was happening as i did not want them to put a block on my phone as i knew i would be goving over. i did not expect it to go over this much I will be cancelling my contract with them when this is all sorted.

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I'm sorry to hear about your partner. Clearly you needed to use your phone while you were abroad. However, the charges for using a phone abroad are clearly set out, so I'm not entirely sure about what basis you have for forming a complaint? Regardless of whether you have been a customer for 5 minutes or 5 years, you're still bound by the same terms and conditions and O2 have only charged you for what you have used, in accordance with the contract you have with them and the charges associated with it. Sorry if that sounds harsh.

[jonsie]

The OP wasn't actually complaining, just shocked, sad and seeking help. I suggested a complaint on the off chance they will show some sympathy and empathy seeing as customer service are unlikely to help.

[Mark_1980]

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@jonsie wrote:

The OP wasn't actually complaining, just shocked, sad and seeking help. I suggested a complaint on the off chance they will show some sympathy and empathy seeing as customer service are unlikely to help.

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OK, but playing Devil's Advocate here, why would they? I can understand the shock and disappointment, but the terms and conditions are there for all to read and adhere to... Sorry.

[jonsie]

Hey no problem,  nothing to lose. Why indeed should they but they have been known to meet customers halfway. You don't ask you don't get n'est pas? 

[Mark_1980]

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@jonsie wrote:

Hey no problem,  nothing to lose. Why indeed should they but they have been known to meet customers halfway. You don't ask you don't get n'est pas? 

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Very true

I wouldn't hold out too much hope though, although going by my past experience, O2 are much better to deal with than other networks when it comes to issues similiar to this.

Unfortunately, and like many other companies, being a loyal customer means very little when it comes to something like this, especially when the OP is threatening to cancel the contract because of what is essentially their own oversight. (again, sorry to the OP if this sounds harsh).