My 91 years old father in law has

[EP22]

My 91 years old farther in law has been with O2 for some time. Just recently is old phone went and his daughter passed him a spare Samsung. Since then he has been charged in excess of £30 pounds- his contract is £15.  We have tried to download for him MyO2 app to check what might be causing this lose high extra charges, to no avail. We keep going in circles.  
Anyone any suggestions?  Very much appreciated as this is causing quite a lot of

distress.

[pgn · Accepted solution]

If the replacement phone had been stored for a while, it may have downloaded an update or some other series of app updates over the air, pushing him over his allowance with O2.  Your best bet is to contact O2 via Social Media (Twitter or Facebook), links just below this post, to find out what has caused the excess spend, @EP22 - other ways are to call customer service and let them know. https://www.o2.co.uk/contactus

Good luck!

[Cleoriff]

@EP22 

We're just customers like you but it sounds as if you need someone to access your account which can't be done from here.

Or you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG), hopefully they should be able to help.

[EP22]

Hi,  thank you for taking time to reply. I am afraid none of us have an account with any of those social media outlets.  We are left out, social media and technology are difficult to navigate for older people. It is one of the injustices created by technology in my view. 

[EP22]

Hi,  thank you for taking time to reply. I am afraid none of us have an account with any of those social media outlets.  We are left out, social media and technology are difficult to navigate for older people. It is one of the injustices created by technology in my view.

[Enlli]

You can call Customer services on 202 from an O2 handset or 0344 809 0202 from any other, if you prefer to go that way.

Just wondering as this is for a 91 year old do they use Internet at all?

What make and model of phone do they now have as it looks like the extra charges may well be Internet based

[MI5]

@EP22 

Might be easiest to put you in touch with @O2Sarah- to check and explain things for you.

Look out for a message from her in the morning.

[EP22]

Customer services provided a link to reset password to access MyO2

We were able to see bills. A premium number that we have no idea about  09037047096 - appears there.  My father in law was not told any details about that call/number (only that it was premium telephone company) but he was given a £10 discount.  Why can they not provide more details, why to offer a discount and not a full refund?

They have now barred premium calls for him.  It is distressing to see how an old person can see his money taken so easily.  I think O2 and others should  put as many barriers as possible to premium numbers. So that you can truly opt in, and not "fall into"  their trap.  Thank you community!

[Enlli]

A quick search on the number comes up with this

https://who-calls.me.uk/phone/09037047096

[pgn]

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@Enlli wrote:

A quick search on the number comes up with this

https://who-calls.me.uk/phone/09037047096

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And a search in saynoto0870 shows the non-premium rate numbers as:

Unverified Numbers Database
Company Name	087x	084x	01 / 02 / 03	Freephone	Other Information
A2B Transfers	0871 528 8791		01483 804808