Premium Number Charges

[Bishybarnybee]

My bill showed a charge for calling a premium number I knew I hadn't called. Further investigation revealed it was an O2 number. I had dialled 4444 from my pay monthly phone to top up a friend's PAYG O2 phone and O2 had diverted me to the premium number without any warning and then charged me for the to up call.

I have topped up this PAYG phone during the last 3 years via 4444 without any call charges. I've been told the call charge will be refunded but why is this suddenly happening now?

Does this mean I can't top up friends & family from my pay monthly phone any more?

[Martin-O2]

Thanks @Cleoriff, my mentions are back on thankfully! 

@Bishybarnybee Unfortunately the team have not come back with a reply yet but its an open escalation so I hope to have a reply soon. I'll drop you an @ mention as soon as I hear back. 

[Cleoriff]

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@Martin-O2 wrote:

Thanks @Cleoriff, my mentions are back on thankfully! 

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Good to hear it @Martin-O2. I have been in limbo

[Martin-O2]

Me too @Cleoriff!

[jonsie]

[Cleoriff]

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@jonsie wrote:

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Lol you fool

[Bishybarnybee]

It's still happening! I topped up a friend's PAYG mobile using 4444. A few hours later an additional charge appeared on my bill. I had again been diverted to another number (0845 6062277) and charged £1.01 for the call.

I called Customer Support who have refunded the charge but said it will always happen if I dial 4444 from a Pay Monthly phone to top up a PAYG phone.

In future I need to dial 0345 6062277 to top up a PAYG. This will not incur any call charges (but will use some of my minutes for the call).

I don't understand why dialling 4444 (from an O2 phone on the O2 network) doesn't divert me to the 0345 number instead of the 0845 number, which would solve the problem from my perspective. Clearly something has changed in the last few months, but I am not sure what.

[Cleoriff]

I can't understand this. I regularly top up my sons PAYG phone from my Pay monthly phone and have never been diverted or charged. @Bishybarnybee

I used to be on PAYG myself with the same number, and I get exactly the same message now as I did then.

[Martin-O2]

Hey @Bishybarnybee and everyone! 

I've received some information today that this issue has now been identified and resolved. Any customers who were affected will be contacted and a credit will be applied to their account.