Why am I being charged for making local calls with in America

[Oldboy1]

I have o2 travel inclusive added to my daughters account. Now for some strange reason when she makes a phone call to a local American number she has been charged for the call. Due to having a 5 pound spend cap on the account it has now barred her and making calls within the US Her mobile data works fine in the US she still able to call us back to the UK and I am still able to call her I am so so confused this is never happened before she has been several times.

PLEASE SOMEONE HELP

[MI5 · Accepted solution]

@Oldboy1 

We've seem similar reports on here recently so it's either changed or there is a system error. 

Looks like you should contact customer service as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or call on 202 or 0344 809 0202

[Oldboy1]

Hi there no it has not been resolved I am waiting for a phone call from technical support

[JacL1]

Hi @Oldboy1 - this exact same thing happened to me in January and again over the last 2½ weeks; 

I tried the 'live' chat - got a load of nonsensical replies.

I tried calling CS to be told, in error, that local calls aren't free.

The text survey picked up that I was deeply unhappy and started an email conversation  - each email takes them a week to respond to - no resolution so far, but a new sim is being sent to me (I got the email about 'my order' - which isn't my order).

Before the emails from o2,  I'd started a conversation on Messenger - again, deadly slow and no resolution but at least they agreed that I shouldn't be charged for calls.

I spoke to CS again today who confirmed that a new sim had been ordered and that a credit had been put on my account to cover the charges (in my experience,  this is applied after the bill is paid, so they take the money, then pay it back over how ever many months)

I pointed out that whilst the charges have been refunded, a solution to the problem has not been found, and that it will continue to happen each time I visit the States (every 6 weeks or so).

I was told that the matter would be passed to a manager for  referral to the tech team, and it'll be resolved before I return in May.

Tbh, I have no faith that it will be (but I'm heartened to discover I'm not the only person experiencing this issue)

So sorry,  I can't offer any help, but your experience isn't a one off.

[jonsie]

Usual O2 customer service waffle when they don't have a  clue