I've just had an odd call chat with someone on the customer support side of the chat box. I was curious about different call costs after the "free" limit on my account was reached, so I thought I'd ask the support team this, but had a really odd call - has anyone else experienced this? If anyone knows how the calls are worked out on a simplicity tariff over and above the limit, I'd be really grateful for some help!
Welcome to O2. Someone will be with you soon.
You're through to Pollie.
Pollie: Hi I'm Pollie. How can I help?
Angela: Hi there, I wanted to find out how some of the call charges are worked out, if that's possible? It's not a complaint - just curious as I was trying to work it out and couldn't see any pattern!
Angela: As far as I understand, once you go over the simplicity limit (in my case 300 minutes) then most calls cost 35p per minute, is this right?
Pollie: Yes you are correct
Angela: The reason I'm asking is that my april bill went over the limit and I've been trying to work out the cost but it doesn't seem to fit with this. For example, on 27th March I made a call to another mobile phone lasting 1.05 minutes and it cost 18.4p
Pollie: You can keep a track of your allowances
Angela: And a 4.2 minute call on 30th may to a local number that only cost 73.8p instead of 4.2 x .35 = £1.47 I'd expect?
Pollie: So that you don't exceed them
Pollie: Please confirm me the make and model of the phone ?
Angela: It's not my allowances that I'm querying - as I said, I'm quite happy with the tariff, I'm just trying to work out what the cost of calls are after I exceed the free limit?
Angela: I've got an HTC desire
Pollie: Okay
Pollie: In future, you can keep a track of your usage by sending a blank text to 21202 free of charge. You'll receive the details of your allowances.
Pollie: I hope this helps
Angela: Again - it's not my usage that I'm worried about. I want to know how the costs of calls AFTER the limit has been reached are worked out.
Pollie: Okay
Pollie: I'll check this for you
Angela: thanks.
Pollie: Can I know your Pay Monthly mobile number and your full name?
Angela: Yes - my number is 07XXX XXXXXX and my full name is Angela XXXXXXXX
Pollie: Thanks for the information. Please give me a few minutes while I check this for you.
Angela: ok, thanks!
Pollie: May I know that in which bill you are able to see the charges
Angela: April '12
Pollie: so that I can check the bill for that month
Pollie: Thanks
Pollie: Just to let you know that the charges are without VAT
Angela: ok, I understand that. So in actual fact, it's not 35p per minute, it's actually 42p per minute? Is that correct?
Pollie: The charges that are showing on your bill are excluding VAT
Pollie: 25 Mar 12 14:38:44 XXXXXXXXX Weekend 00:44:25 4.133 P
Pollie: 28 Mar 12 10:52:25 XXXXXXXXX Peak 00:09:18 1.583
Pollie: 04 Apr 12 09:39:35 XXXXXXXXX Peak 00:03:00 0.894
Pollie: 30 Mar 12 12:50:10 XXXXXXXXX Peak 00:04:20 0.738
Pollie: 30 Mar 12 11:24:42 XXXXXXXXX Peak 00:02:31 0.428
Pollie: 28 Mar 12 10:44:48 XXXXXXXXX Peak 00:01:54 0.323
Pollie: 28 Mar 12 10:42:18 XXXXXXXXX Peak 00:01:49 0.309
Pollie: 27 Mar 12 16:01:14 XXXXXXXXX Peak 00:01:05 0.184
Pollie: 04 Apr 12 09:36:52 XXXXXXXXX Peak 00:00:33 0.164
Pollie: 30 Mar 12 08:17:19 XXXXXXXXX Peak 00:00:52 0.148
Pollie: 27 Mar 12 18:09:06 XXXXXXXXX Peak 00:00:52 0.148
Pollie: 29 Mar 12 15:36:41 XXXXXXXXX Peak 00:00:44 0.125
Pollie: 29 Mar 12 15:33:09 XXXXXXXXX Peak 00:00:36 0.102
Pollie: 29 Mar 12 15:35:18 XXXXXXXXX Peak 00:00:33 0.094
Pollie: 26 Mar 12 16:02:14 XXXXXXXXX Peak 00:00:32 0.091
Pollie: 30 Mar 12 11:23:58 Voicemail Peak 00:00:17 0.085
Pollie: 26 Mar 12 14:56:24 XXXXXXXXX Peak 00:00:28 0.085
Pollie: 31 Mar 12 12:20:22 XXXXXXXXX Weekend 00:00:29 0.085
Pollie: 28 Mar 12 17:28:53 XXXXXXXXX Peak 00:00:19 0.085
Pollie: 30 Mar 12 16:32:12 XXXXXXXXX Peak 00:00:04 0.085
Pollie: 27 Mar 12 18:08:26 XXXXXXXXX Peak 00:00:27 0.085
Pollie: 31 Mar 12 12:18:46 XXXXXXXXX Weekend 00:00:04 0.085
Pollie: 28 Mar 12 17:56:07 XXXXXXXXX Peak 00:00:20 0.085
Pollie: 29 Mar 12 15:34:57 XXXXXXXXX Peak 00:00:03 0.085
Pollie: 28 Mar 12 17:56:56 XXXXXXXXX Peak 00:00:19 0.085
Pollie: Total duration 03:09:27
Pollie: Total cost £10.57
Angela: So the 35p is including vat then? The call cost per minute before vat is roughly 29.3p which is what shows up on the bill?
Angela: Because even if they're calculated without vat, then the prices shown still don't match up to that? If I look at 28 Mar 12 10:52:25 call no: XXXXXXXXX Peak 00:09:18 1.583 - the call cost is £1.58 but if you divide that by the number of minutes, it still only works out at about 17p per minute, which doesn't account for vat.
Pollie: yes
Angela: Or 04 Apr 12 09:39:35 XXXXXXXXX Peak 00:03:00 0.894
Angela: This equals =89.4p divided by 3 minutes = 29.8p which is actually more than the pre-vat call amount and much more than the 17p per minute for the 28th March call.
Pollie: It is because that in between your call allowances
Pollie: If your allowances are all finished
Pollie: And in your call goes long
Pollie: Then your call will be charged partially
Angela: I'm sorry - I don't understand what you mean? Surely only one call should be charged partially if it goes over the limit? All ones after that should be at the 35p (29.3 before vat) rate?
Angela: hello?
Pollie: I'm sorry for the delay
Angela: no problem!
Pollie: May system got slow down
Pollie: Please be assured that I have forwarded all your details to our support team
Pollie: And they will review your April bill
Pollie: And in case you are charged incorrectly
Angela: I don't want the bill reviewed - I'm not complaining!
Angela: I just wanted to know how it was worked out..
Pollie: So you will get the refund
Pollie: Okay
Pollie: As we apply the VAT on the total amount of the bill
Angela: To be honest, most of the calls are cheaper than I expected, so I can't imagine there will be any refunds! I just like to know how it's worked out after the call limit. Surely there must be a formula?
Pollie: Do you wish a call back regarding this
Pollie: So that you understand very well
Angela: No, not really. It's not a complaint, or a support call or any problem. I was just interested to find out how the call costs are worked out - I can't believe it's this difficult!
Pollie: No its not difficult
Pollie: As we charge 20p for the exceeded call rates
Pollie: And on it there is applied 20% VAT on the total amount of the bill
Pollie: *sorry 35p
Angela: But why then are they different amounts for each of the calls?
Pollie: I hope you understand
Pollie: This is the reason as you are facing the difference
Angela: I don't really - no. As I gave examples a few minutes ago where one call is charged at 29.8p, one call is charged at 17p per minute and another is less than 10p per minute - I don't understand why this is?
Pollie: So I have forwarded all your details to our support team
Pollie: And they will investigate in this matter
Pollie: And they will reply you back on your email address
Pollie: Can I take your preferred email address?
Pollie: And you will get the reply within
Pollie: 5 working days
Pollie: I hope this helps
Pollie: Is there anything else I can help you with?
Pollie: Can I take your preferred email address?
Angela: angela@XXXXXXX.com. To be honest, I really don't understand why this isn't an easy thing to explain.
Pollie: Thanks
Pollie: You will get the reply within 5 working days
Pollie: Is there anything else I can help you with?
(At this point I was typing another question I wanted to ask about upgrades – according to another rep, they can see when we’re typing.)
Pollie: I haven't heard from you for a while. Are you still there?
(This was about 20 seconds later – at which point I quickly deleted everything I’d written and said “I’m still here – hold on” but didn’t manage to click send in time!)
Pollie: As you haven't said anything for a while, I'm going to close the chat. I'm sorry we couldn't finish it. If you need anything else, click here to send us an email.
O2 has ended this chat session.
I was left fuming after a chat I'd started in a relatively good mood! Has anyone else had an experience like this, or am I missing something? If anyone knows how the bills are worked out, I'd love to find out more..
