Facetime audio calls incorrectly charged as sim calls

[Aussietel]

I have made 2 facetime audio calls in the last two days, calling through my facetime app on my iphone and have been incorrectly charged at international sim card calls. This has cost me £150 for the two calls! Really disappointed. They were emergency calls to family back home during a very stressful situation. I Cant get through to O2 to ask why this has happened as it is impossible to speak to anyone! I am not sure how i can get these 2 incorrect charges changed. I made both calls whilst at home on my wifi network. How can i prove these incorrect charges and stop it happening again?

[MI5]

@Aussietel 

Do they show as facetime calls in the call log or as audio calls?

[Aussietel]

They show as audio calls in my log not facetime calls in my log. But i used facetime to make the calls. I dont understand why they changed to audio calls when i used the facetime app.

[MI5 · Accepted solution]

@Aussietel 

If you person you were calling was unable to receive facetime video it will default to audio.

You also need to ensure you select video call from within the facetime app.

Unfortunately, it appears you made an audio call.