O2 - Online Minutes Incorrect

grreenfingers

Just a word of warning -the online system for o2 pay monthly contracts gives an incorrect total of minutes and texts for the current month.

Just spent 30 mins on phone demanding my money back for "over-use" as it's their fault. They know the system is wrong yet there is no announcement or warning - how shocking is that?

Funniest part of the conversation was when they "offered to meet me half-way"!
Are we haggling over a goat?

No.

Idiots.

Lady_K

Do you mean in your online account it shows you have more minutes than you really have?

Did they agree to refund you in the end then in full?

grreenfingers

Yeah, the minutes and texts in the unbilled useage section (for the current month) is wrong.

I got a refund of £21.67.

Wasn't trying it on with them but I guess others could.

Tell them you've used the online systems as your guide for the month - I cant see why they wouldnt give you a refund of the charges above your monthly allowance.

ka7e

I've just renewed my contract and my online a/c seems to have doubled my available mins/texts. Very confusing!

fazz

My minutes/txts were doubled for the first six months after I renewed my contract with O2, it was part of thier double tariff offer, a bit more if you renewed for 18 months...

Lady_K

I had this problem with T Mobile too and a dead area in between swapping months where I would pay for all texts and minutes till they decided the new months texts and minutes started for eg: If my last day of contract in the month was 10th feb they would somehow end the available minutes and texts at something crazy like 6pm on 10th and then only start the next month at say 11am the 11th. There was no exact time each month it was just when they felt like it and all I got when I queried it was that it was just the way thier system works.

Also thier online account showed I had more minutes and texts than I really had too and cost me quite a bit in miscalculation quite a few times

I wouldnt ever go back to T Mobile but was looking at some o2 tarrifs so thanx foir the warning. If they know its a problem they should sort it out

pinkfluffybabe

I reset the counters on my own phone on my bill date each month so that I have an accurate record of the number of texts sent and minutes used. I check this against the website once a week or so, the website is usually a bit slow in updating though.

sya220

I have been with o2 contract for 4 months only, but they have overcharged my calls twice. The 2nd time took a bit of battle to get them agree to refund (still waiting).Their CS emails say one thing, and the CS on the phone say the others. The online minutes usage is a joke too. This morning I finally got an email reply admitting the following:
The 'Inclusive Allowance Details' section on our website is displaying incorrect information about the remaining call minutes and text messages. Our engineers are trying to fix this fault. I cannot specify the timescale required for correcting this fault.

It is advisable not to refer to the information given in the 'Inclusive Allowance Details' section of your online bill until further notice

I know I have loads of unused rollover minutes left, but I don't dare to use more than my normal monthly allowance, just in case they charge me then I have to go through the hassle of fighting again.

redux

grreenfingers wrote:

Just a word of warning -the online system for o2 pay monthly contracts gives an incorrect total of minutes and texts for the current month.

Just spent 30 mins on phone demanding my money back for "over-use" as it's their fault. They know the system is wrong yet there is no announcement or warning - how shocking is that?

just a word of warning - this does not apply to all accounts - mine is up to date until 30 hours ago

it is hardly fair to blame O2 for over-use, when most phones have a call register of the last calls made, and of the minutes used

grreenfingers wrote:

I got a refund of £21.67.

Wasn't trying it on with them but I guess others could.

Tell them you've used the online systems as your guide for the month - I cant see why they wouldnt give you a refund of the charges above your monthly allowance.

£20? that is probably about 100 minutes - hardly something you would have been inadvertent about in a couple of days

I'd say maybe you were trying it on, and your open advice to others to try to do so is potentially irresponsible.

Why might O2 not give a refund of the extra minutes used? Why on earth should they -

1. if the person making the claim had no problem with their bill?
or
2. it appeared that the user had deliberately over-used the phone in order to pursue a potentially spurious claim?


As I said, there is no problem at all with my bill; it appears you may have over-exploited one on yours, and other people should think rather carefully before following this dubious advice.

jumper_2

O2 bill me for minutes which should be inclusive, they do it every month and could have fixed it yet haven't.

In other words it's deliberate.

redux

I was talking about the wisdom of deliberately using more than the inclusive minutes, on the assumption that one could then start an argument to get them for free.