O2 - Online Minutes Incorrect

Thrifty_2

I contacted O2 and below is the info they sent me as i understand it your 50% free mins are used 1st any free mins which are not used will not be carried over, only the original mins get rolled over.What makes the example below hard to follow is they do not mention the free mins in the example but i also have a letter from o2 which states use your 50% free mins a month or lose them.

HOPE THIS HELPS

Dear O2 Customer,

Thank you for contacting O2 Customer Service.

You are on the 'O2 200' tariff. This tariff has 200 free anytime minutes per month to any network. You also receive an extra 50% on your free allowances. You receive 300 free calltime minutes and 150 text messages which are rolled over to the next month.

The example below will help you to understand how the Roll Over minutes work.

Month 1: At the end of the month, if you have used only 100 minutes of the 200 minutes allowance, then the balance 100 minutes will be rolled over to the next month

Month 2: You have 300 minutes (200 minutes of Month 2 + 100 rollover minutes from Month 1).
Let s assume, by the end of Month 2, you have used only 50 minutes. This 50 minutes will be taken from the first month s rollover minutes of 100 , as rollover minutes are used first. Hence, the rollover minutes will now be 250 minutes (200 minutes of month 2 + 50 minutes of Month 1) rolled over to Month 3.

Month 3: You have 450 minutes ( 200 minutes of Month 3 + 250 rollover minutes carried forward from Month 1 and Month 2 ).
Let s assume, by the end of the third month you have used only 30 minutes. This 30 minutes will be taken off from first month s rollover minutes and the remaining 20 minutes will not be rolled over to the Month 4 . This is because after 3 months, the roll over minutes of Month 1 cannot be carried forward to Month 4.

Month 4: 200 new minutes + 200 rollover minutes for second month and 200 rollover minutes for the third month = 600 minutes. You will see here that rollover minute of Month 1 has not been included in Month 4 .

If you should have any further questions, please visit our online Help Centre at:

http://www.o2.co.uk/help

Important - Please make sure that every time you contact us you include the following information: Your Date of Birth, Postcode, Mobile Number.

Kind regards,

Anuj Gera
O2 Customer Service.

We try to resolve your query the first time that you contact us and "Get it Right". If we have not, please reply to this email with the words "Get it Right" in the subject field and we will deal with your response as a matter of priority.

O2 (UK) Limited, Registered Office: 260 Bath Road, Slough, Berkshire SL1 4DX. Registered in England No 1743099.

sya220

I had a reply like this once. When the 4th month came, they billed me all my calls over 200 mins. It had cost me so much time to dispute with them. Now I am into 5th month, I am trying my best not to go over 200 mins to save all the hassle. It is not right, but I hate fighting all the times.
So be careful and watch your bill. sorry to be so negative.

hjdodzi

TV quote: Garbled, confusing & quite frankly duller than an in-flight magazine produced by Air Belgium!"

Why cant they make things simple and have a SIMPLE system to cope with the simple plans they offer?! all these "half price line rental for x months, double rolloverminuites for another x months, free* handset (the asterix important there cos it means it is never free....) Direct Plans, Sim Plans, We Pay, You Pay" or anything else that they chuck at you to get your custom, because most old ladys wanting to buy a phone so she can call up her husband when at the shops for the milk can ask if they need 1 or 2 pins of milk because the neighbour's cat may be comming over, wont want all of this junk and talk that they dont understand!
I saw an elderly lady in carphone warehouse when i was browsing, going through trouble with o2 on the phone because carphone warehouse couldnt deal with the problem, and the woman had a pen in her hand and was in tears because she could no wrap her head around what they were chucking at her.
I can only calculate what i have been charged or what i have left after 2 hours of my day with a pen and a calculator! That is just my confusing bill and would take too long to explain the 3 year battle with o2 to all of you.

grreenfingers

I reckon there are loads of people getting over-charged by mobile phone companies due to their terrible online sytems.