o2 removed o2 Travel without asking, now trying to charge £140 for use abroad!

[empressmittens]

Another long tale of o2 woe...

I travel abroad regularly for work, in the summer it can be more than once a month.  I always check before travelling that I can use my o2 monthly plan as if I was at home.  No trouble until early this month - I was travelling to Turkey, which as it is outside the EU, is classed as 'rest of world' and best deal on o2 monthly is o2 Travel, where you get charged £6 a day for every day it is used.  I rang o2 customer services twice before travelling to check that o2 Travel was definitely on my plan, as it wasn't showing online.  I was away for 8 days, and a couple of days before returning to check my account and to my horror saw that I'd been charged approx £80 for a incoming call and approx £40 for an outgoing call!

Immediately called o2 customer services (worrying that I was going to get charged for what turned out to be call lasting over an hour) trying to find out what was going on.   I was eventually told that a note would be left on my account saying that I should have o2 Travel on my plan and was to be charged accordingly when the next bill was due.  Bill was generated on the 25th and low and behold I've been charged £142 for calls abroad!   Before this, about 2 weeks ago, I suddenly had a new account number, with no reason given for the move...the charges are on the old account number, so it now looks like I'm also going to be charged on the 27th June again, for the one mobile phone number!

Another long phone call yesterday (nearly an hour) to o2 customer services, the person I spoke to said they would escalate it to their manager and call me back within 15 minutes.  That was about 5pm last night, I'm still waiting on a call...

[Oxonian]

@empressmittens 

You need to persevere with contacting O2. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct help.

I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good reputation for solving problems.

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[pgn]

Do take note that MyO2 via the App vs the web version show different things in regard to your bolt-ons, @empressmittens - https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/16...

[empressmittens]

Thanks to @Oxonian and @pgn for your help.

I got in touch with o2 through Facebook, as repeated conversations - at least 4 calls - with customer service weren't getting me anywhere.  The roaming charges were removed, I requested my PAC and have now moved network.  This was the final straw, I've had so many problems with customer service and have now gone from having 3 monthly contracts with o2 to zero. 

[Bambino]

@empressmittens If you have moved networks make sure you have left your Direct Debit with O2 in place until you have received a final bill. There are sometimes bits left over at the termination of a contract, and we see constant problems with people getting caught out by not realising there are those bits, and it has affected their credit rating because it hasn't been paid.

[Oxonian]

You are welcome @empressmittens ; pleased that you have found a way of resolving your position. 👍