Over-charged again

[Anonymous]

Hi Everyone,

Hi Toby

 I joined this group as I need an urgent help regarding O2 over charging me and wouldn't be considerate even though I have been with them for over 5years.

Here is my problem; Okay, I took out another line in February 2013, and ever since then I have been be calling this particular number (07874476105) that seems to be an UK mobile network.

Suddenly, in November 2013, I noticed my bill was ridiculously high, so I quickly went onto O2 website to chat with one of there gurus and she was able to help by saying the rise of the bill was due to a system error that she’s rectified it and usual monthly charges reflex on my next bill. I kept on making an everyday call to the same number because it happens to be a number I call everyday but unfortunately, in December when the bill came again, it was an absolutely appalling amount that came again, worst than the previous month. Then I took to O2 website to make another complain since the previous guru I chatted with told me it was an initial mistake from the system, at this time I was told the number I have been calling has been generating charges of the line but it is very unprofessional not to have informed me should incase there was a change in the term and conditions of contract. I never received any email or letter neither a notification to confirm changes in tariff on the number when dialled. Currently, as I type this email the charges on this particular number has resulted to over £700 and O2 is now threaten to send a bailiff into my home to take possessions worth that amount since I can't afford to pay the money required of me due to my circumstances as I'm unemployed and only on JSA benefit and also a single mother. Even though I have admitted to pay the lowest I can pay fro the time being to the time I get a secure job, still they aren’t having any of that.

Can you please help as soon as possible because this is highly a reap off. They never considered my 5years loyalty with them.

[Anonymous]

It is totally out of order. I wasn't warned by any means either through text message, email or letter. It is an obvious calls I've been calling out because I use the phone more to call that number as it's the highest dialed number on my phone.

[adamtemp64 · Accepted solution]

As we are all customers here @Anonymous i would advise you to calmly put all the facts into a crohnological order in an email complaint to the address contained in these pages http://www.o2.co.uk/how-to-complain/complain paying attention to this advice

Impartial Review

We hope that we will have been able to sort out any problems by this stage. However, if you're still not satisfied after speaking to one of our managers and you'd like an impartial review, ask them how you can get in touch with our Complaints Review Service and they will do their best to find a resolution you're happy with.

So they can review your case without delay, please send them details of your complaint making sure you include:

• Your name and address
• Your mobile and account numbers
• A daytime contact number
• A suggestion of what you'd like them to do to put things right
• If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

Send everything by post to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP

http://www.o2.co.uk/how-to-complain

Alternatively you can email them directly at: complaintreviewservice@o2.com or fax on 0870 600 2402.

They'll aim to review your complaint within 5 working days.

[Anonymous]

O2 hasn't be realistic with my points. How I wish I was informed before hand. At the end of the day they want me to pay over £700 for dialing the number within 2 months I was charged even though I was told by one of the gurus I should ignore the charges as it was a mistake from O2 which was a system error. Right as I type this message O2 has taken me to court and now being threaten with bailiff visiting my property, forcing the bill on me.

[Anonymous]

I am so depressed by the whole issue. I am an unemployed newly mother. I have decided to pay the little I can afford towards the bill but O2 not accepting it, wants me to pay what I can't afford. I am really Stressed out right now!

[Anonymous]

Thanks as I indeed appreciate everyone that has commented.

[MI5]

@Toby can you offer any reassurance or further advice pls ?

[Toby]

Hi Labby,

Sorry to hear how this has gone, but please follow Adam's informative post (message 32 of this thread) as it will be the best way to receive an explanation of what has happened. I'll be happy to pass on any feedback you have also if you send me a PM. I shall close this discussion now, as you have been offered lots of advice and unfortunately the community cannot help you any further with this.

Feel free to PM me