O2 charged me £350 for internet charges.

natash23

it was an upgrade for an old contract so maybe thats why O2 cant access my account. should I call CPW again .sorry but i am not very tech-savy and hence paying for it {irony!} .had i known that would be charged at this rate i wudn't have used the phone at all.

Kilty_2

MrRincewind wrote: »

The poster above is brave virtually promising you that you will be credited back, It`s purely at the descretion of the operator who answers the phone,

No, it's not.

The process specifically states that if it is the first time charges have been accrued and the customer was unaware then the CSA should request a credit to be raised.

I don't know what's going on with them not being able to find your account though, I also thought that your account should've been migrated to O2 direct.

Littlemiss27

Kilty wrote: »

I don't know what's going on with them not being able to find your account though, I also thought that your account should've been migrated to O2 direct.

If OP did an upgrade then she will still be with O2 cpw, that is why O2 direct will not be able to find her details.

Kilty_2

Littlemiss27 wrote: »

If OP did an upgrade then she will still be with O2 cpw, that is why O2 direct will not be able to find her details.

I assumed they'd be migrating Palm Pre customers like they did with iPhone

natash23

I will call CPW again tommorow and ask to speak to a manager. I had spent over an hour talking to them today. Will ask them if they can take off the charges..keeping my fingers crossed although am not too hopeful, taking into consideration their attitude today.

MrRincewind

Kilty wrote: »

No, it's not.

The process specifically states that if it is the first time charges have been accrued and the customer was unaware then the CSA should request a credit to be raised.QUOTE]

Not trying to be pedantic, I`m just curious if O2`s policy is to refund regardless of the charge, Because thats a very honest and customer friendly policy, and they are to be commended, i`v no axe to grind with O2, Been with them very happily for many years now.

Kilty_2

MrRincewind wrote: »

Not trying to be pedantic, I`m just curious if O2`s policy is to refund regardless of the charge, Because thats a very honest and customer friendly policy, and they are to be commended, i`v no axe to grind with O2, Been with them very happily for many years now.

I've refunded some horrendous charges before, I think the highest was ~£1000 on mobile broadband.

The policy certainly depends on whether the customer has been charged for data before - I've refused a refund due to the customer not querying a bill with £30 of data charges on it one month when they got hundreds the next and disputed that.

But, in general, for customers who haven't been charged before and are issued with data intensive devices and are unaware of the implications of using them without the relevant data package, they'll be refunded.

In this case it sounds more like error by CPW - the data package shouldve been put on at the same time as the Palm Pre was issued. Reminds me why I'll never take a contract out through them, too.

MrRincewind

sounds like a really good policy to have, i`v worked in customer service myself in the past and dealt with people trying it on with things and also with people who have made genuine mistakes that have cost them money and it was always a pleasure to help them as much as i could.

Been happy with O2 for many years now, never had cause to complain, Fingers crossed

Hope the OP gets the issue sorted.

Kilty_2

MrRincewind wrote: »

dealt with people trying it on with things and also with people who have made genuine mistakes that have cost them money .

Oh yes, sadly far too many trying it on, though.

I don't work there any more although did enjoy helping people who genuinely wanted to be helped and were greatful as opposed to those who just wanted to take out their opinion of the company on some poor soul at the end of the line.

natash23

I spoke with CPW today and the person said that they will be raising a dispute with the network and will capture data from the network and will be take an action then. I was told that it will take about 4 weeks and I will not be able to use my phone the. I requested a refund but the CPW person said that they will take an action once the dispute has been resolved. Now I'm not sure what this means but its terrible knowing that the sword will be dangling over my head for 4 weeks. Anyone ever dealt with the dispute department ? How good/bad are they and what will be the outcome of all this.