Not a nice position to be in, I feel for you. The reason o2 likely did not block the SIM is that usage abroad can take time to be passed to o2 and thus o2 would have only been aware of such a level of charges once these were passed on from the roaming network. Even if you have a set call limit for a given month this can be exceeded if using the phone abroad, use premium rate services etc, it's in the T+Cs for most networks that they cannot set precise limits.
I would contact o2 and see if they can help, but to be fair its in the T+Cs that you will be liable for all of the charges.
There are 2 billing systems, old and new, 1 can have limit bars, one cant, I see your point, but its also common for people to run up high bills abroad, all mobile companies are starting to bring in measures for roaming, a £12k bill that a T-mobile customer had brought this about, but it cant happen over night, 1 think you would have had a problem with and you could argue is, how can you report it stolen when you cant contact CxService because your phone was stolen, but then the flip side is that people DO try to get out of roaming charges by pretending its been stolen, hope this helps
Just a thought have you contacted the holiday company you booked the holiday with as the phone was taken from your room so the hotel must know who had access to your room. Criminal charges etc you did report to hotel and local police?
iPhone 11 Pro 256gb on unlimited data iPad Pro 12.9” 2020 256gb refresh o2 family discount Apple Watch series 4 My first mobile was in 1995 a CM-R111 from sony on Cellnet. Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services
Well, you could try to claim the charges back whilst you were on the plane because you have good proof you were flying at the time, if not you could get it, as for the rest, it may take a while, but I hope that o2 will help you as much as possible.
if you have your phone stolen/lost while you are away it is your responsibilty, there is a free phone number which you can call from abroad to o2 so if you loose your phone, you can ring them to get it barred straight away. if tyou leave it until you get home you are liable for all calls that have been made up until the time you report it to o2 and get the phone barred, so even if you were on the plane you are still accountable for the calls as you never called o2 to advsie them your phone was stolen. you are advsied to call o02 before you go abroad, so that they can confirm call rates etc, and provide you with the number to call.
also o2 will not autmatically bar your handset because the usage ishigh, as in an earlier reply they have to wait for the forign network to forward the charges to them, and depending on the country this can take a long time.
and because there are ppl in the world who think nothing of stealing a handset, esp abroad its always a good choice to get insurance as then you are covered if things like this happen, as depending on the policy you can get upto 3k of call charges covered.
when you speak to customer services dont blame them, or go mad as this will get you knowhere, and it is your responsibilty for your phone and SIM card.