Three weeks ago I used my O2 mobile to call a financial institution. As is usually the case, you get through, choose an option and are put on hold in a queue pending customer service picking up. I made 4 calls to the number (an 0800) and each was auto-disconnected, at 14 mins 29 secs, 14 mins 28 secs, 14 mins 21 secs and 14 mins 28 secs. These call show in my phone log, although O2 customer service cannot see these calls in their records, and they do not show on my itemised bill.
I made 2 calls to a UK Gov number yesterday, chose the appropriate option, and was placed on hold in a queue. Both calls were auto-disconnected at 14 mins 29 secs. This was not a freephone number.
O2 are suggesting that it's not their problem, it must be the way in which the organisations I called set their system - something which I find impossible to believe given their nature - a regulated FI and a UK Government body. O2 are also suggesting that they have no record of these calls (which were connected) because I did not actually speak to a person in each instance. They could not answer whether I would be charged for these connected calls had they not been freephone and had I not had any airtime allowance left - I was disconnected by O2 (not automatically this time). Am I being given the runaround by O2?
