on 08-04-2009 13:29
While on holiday in tenerife I had my phone stolen from my room, i had it in top drawer all holiday so I only realised it was stolen when i came to pack on the last day.
When i got home i rang 02 to block the sim, only to find I have a bill of £1120, all to spanish numbers, they have literaly abused it for fun! :robotmad:
I have no phone insurance and on reading the small print of my travel insurance, they dont cover mobile phones, never mind the costs of the calls.
I have spoken to 02 and so far they have been quite sympathetic and instructed me to wirte to their complaints department to see if anything could be done.
I just want advice from anyone who has experianced this?
My argument with 02 is that once the bill had reached £500 in 2 days! why they didnt put a stop on the account?
Any help gladly appreciated!
on 08-04-2009 13:33
Stress to O2 that you are loyal customer looking for help. At this stage avoid any blame on their part (try that later if needed).
My experience is that this gets results - threats do not.
on 08-04-2009 13:57
I really cant start threating as I dont have a leg to stand on as they say!
and my only other worry is that i have only been with 02 for 3 months so i cant really play the loyal customer card just yet!
and my travel insurance covers blackberys but not a nokia N95 8gb... more or less the same thing minus a keyboard :mansurprised:
on 08-04-2009 13:57
1. You are liable to for all calls made up to the point you report a phone stolen.
2. Phone companies do not necessarily put a stop on phones if the owner has a good credit rating, which obviously you had.
3. There is an argument to say that your phone was not security protected. E.G Was it left on in the draw. if not was a SIM PIN code set?
I do know of one case where Orange refused to reduce a charge because of the latter, claiming the owner was negligent
That said, if you follow the advice to contact O2 in a polite and positive manner they may be prepared to reduce the charges.
In most cases I have heard of the discount seems to be around half of the amount owed.
on 08-04-2009 20:51
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.
on 09-04-2009 01:16
on 09-04-2009 08:53
The only good news is that all the numbers used are spanish and the same numbers have been used while i was on the flight home so that should help my case
Think its just going to be a case of fingers crossed and hoping 02 take a sympathetic line.
on 09-04-2009 09:09
iPad Pro 11” 2018 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
on 09-04-2009 12:14
on 09-04-2009 14:11
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.