O2 bolt on free minutes

meadowcat

My OH has PAYG on O2 and gets 100 free minutes when he tops up. He had over 30 minutes left yesterday and only made 3 short calls. He noticed last night that he had no free minutes left. His anniversary date is the 13th of the month.

I have been e-mailing O2 about this today and they claim he made 8 calls yesterday and presumably that is what is supposed to have used his minutes. He has only 3 calls showing as having been made yesterday.

O2 will give us details of the calls, but it will cost £10. We will definitely not be paying this.

I'm just wondering if this has happened to anyone else. It seems they can just cancel your minutes and it's just not worth paying £10 to find out what has happened.

matrix999

Hello,

I've heard that O2 are having problems with there billing systems resulting in bolt ons etc being removed. I was in that position a few days ago. I called customer services who apologised for the error but she could not fix it.

So, i sent a quick e-mail to Peter Erskine's office who had the matter resolved the same day.

I would give customer services a call back, explain the problem once again and ask for a supervisor if the advisor can't help you. If you get no joy from C/S then come back to the thread and i'll give you the e-mail address to send your complaint to.

Its always important to let customer services at least try and sort the problem out..BTW, after speaking to the advisor make sure you get there name and extn number and tell them to update your account notes with details of the conversation.

HTH

meadowcat

Thanks Matrix. I am waiting for another response from them and I will see how that goes. If we can't get anywhere I will do as you say.

He definitely had over 30 minutes left and only made 3 short calls yet they are claiming he made 8 calls yesterday.