watch out

[Anonymous]

Hi - i need to share this.

i've just recived a phone bill for my 14 year old daughters phone. she has exceeded her allowance of 500 mis for calls by 270mis.

the bill for this normally £18.50 has come in at a whopping £164.

i thought the account was capped, but it turns out this is only the data as thy have to by law.

to add insult we were issued a warning of this 2 mins before the bill. at no other point was the so called concern raised.

i have tried to speak to a manager, who after keeping me on hold for 50 mins decided that he would phone me back to discuss the matter. this call never came. i phoned back after a couple of days and after 1hr i was eventially put through and told how unlucky i was but nothing could be done.

i explained i had been a customer with now 3 accounts for 10 years but i was still told unlucky, no can do.

i write this post to express my digust and as a warning to others.

i think this treatment is a disgrace and will move all accounts to a more trusted supplier - others do cap.

[Cleoriff]

Hi @Anonymous Sorry to hear of this experience. Best you can do is to make a complaint http://www.o2.co.uk/how-to-complain

You also probably should be looking to see if your daughter needs a change in tariff as she is exceeding her allowances

[MI5]

Unfortunately, that is why contracts can only be purchased by over 18's.
It is the users responsibility to keep track of usage which is easily done through the MyO2 app.
PAYG is more suitable for children which avoids issues such as this.

[Anonymous]

You obviously have misunderstood somewhere. No contracts are capped. I believe only Tesco do this. Have a look for a suitable tariff or have a look at the payg tariffs or sim only

[viridis]

Sorry but surely someone knew that going 6 hours over their allowance would be charged.
Using a total of 14 hours talk time is something that needs discussing with your daughter

[Beenherebefore]

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@viridis wrote:
Sorry but surely someone knew that going 6 hours over their allowance would be charged.
Using a total of 14 hours talk time is something that needs discussing with your daughter

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Or is it another case of a call not being terminated ?

[jonsie]

I do sympathise, no one likes to be bill shocked. You need either to put her on P&G or monitor her usage in My O2. It's easy enough but tbh it's not an O2 problem. It's down to parenting and personal responsibility. A harsh lesson nonetheless.

[Curr946]

I still don't understand why O2 can't do this. Tesco three and even EE can and will cap accounts. O2 surely supply or at least support the Tesco mobile system so why they can't offer this is beyond me. Or is it a case of don't want to

[jonsie]

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@Curr946 wrote:
I still don't understand why O2 can't do this. Tesco three and even EE can and will cap accounts. O2 surely supply or at least support the Tesco mobile system so why they can't offer this is beyond me. Or is it a case of don't want to

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They don't want to....money talks so my wife says 

[Anonymous]

Hi Cleoriff,

i just wanted to let you know that thanks to your post i contacted the complaints Dept and the offered us a £110 refund!

you helped make a young girl's day.

much appreciated and thanks.