my bill

[stepheng]

Hi,  I have been with O2 for over 10 years. My tariff was £11 per month.  I have rarely if ever gone over this tariff.

Last month my bill was £350 and this month so far it is over £700.   Much of the usage has been because of self isolation (I am 70).  In a way it is my own fault because I never thought but at the same time I would have expected O2 to have sent me a message as it is so high compared to normal.

At present I cannot speak to O2 due to virus restrictions. I upgraded last night to unlimited calls. This is only another £9 per month yet the they are charging me hundreds of pounds!

Can anyone help? Is there anything I can do?

Thanks

Stephen

[MI5]

@stepheng 

Guide: Coronavirus Community Help and Support 

[Cleoriff]

You HAVE to speak to O2 @stepheng 

The numbers for the payment management team are 0800 325 302 or 0800 902 0217.

or try these 0800 977 7337,  0800 587 4005 and 0800 090 1808

You could try Skype 0800 032 1402

https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/td-p/1305104

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[jonsie]

Wow, it is a shame that O2 don't warn customers when they go over their minutes allowance. Talk about bill shock!

[stepheng]

Hi,  tried the numbers you gave me but will only deal with stolen phone issues!

Stepheng

[jonsie]

Just choose any of the options, you need to speak to someone.

[Cleoriff]

This is the 2nd person who has said that this morning! If O2 are only dealing with lost and stolen phones then can @Marjo or @Martin-O2 confirm this?

Otherwise it's a waste of time us advising people to contact CS!!

[stepheng]

Hi,

I contacted O2 and got through to the lost/stolen help line.

They dealt with my concerns regarding my bill despite it not being lost/stolen.

In response to charging me £350 on my last bill and £700 for this month to date they said they would reduce the £700 by £250 and bring my new tariff forward to tonight.

Despite this I cannot help feeling upset.  I have been with O2 for over 10 years and have never gone over my £11 tariff before.  That they give you no warning does not seem very good customer care or support.  Additionally having been in self isolation it just feels as if they are taking advantage. I am still being charged around £500 when the tariff is only £9 per month for unlimited calls.

I would appreciate views.

Stepheng

[gmarkj]

Unfortunately the contract you signed was for 500 minutes, and o2 provide ways for you to monitor your usage.
While it smells slightly there is not more that can be done...