Charged for calls I didn't make while abroad - help please?

eb13saint

Hi all,

I have a contract phone with O2.

While on holiday in the US recently I received numerous sales calls from KwikFit Insurance (I know it was them because I googled the numbers when the calls first started before I went away). I did not answer any of these calls, and on no occasion was a voicemail message left.

My bills for last month and this now contain charges of about £20 in total for these calls, but as I didn't answer the phone or have any messages left, I don't see how O2 can justify charging me. I emailed their customer support and their line is that they're calls I made - but my handset shows that I didn't, they come up as missed calls, not received calls or dialled numbers.

I've emailed them again, but if they don't budge is there anything I can do? I wouldn't mind if I'd made the calls or even answered the phone, but as I didn't do either of these things I rather resent being charged so much!

Any advice would be much appreciated.

OneADay

If you go abroad, you get charged for receiving calls - hence its good to leave your mobile at home when going abroad or at least not keep it on.
The cost is for o2 to relay the call over to the other country and networks in that country.
Have you got a breakdown of each call received?

A bit more explanation here http://www.moneysavingexpert.com/phones/cheap-roaming-calls

eb13saint

Ok, I didn't realise 'receiving calls' counted even if you didn't answer the phone! In that case I haven't got a leg to stand on, as the calls did happen.

Thanks for the advice.

real1314

You don't get charged for calls that are not answered and do not go through to voice mail, but....

Just because someone doesn't leave a message, doesn't mean they didn't get through to voicemail. If they get the voicemail greeting, then hang up, they've gone through, and you get charged.

The solution is to switch off all call diversions to voicemail before going abroad.

Edit: Just read the MSE article - all but o2 don't charge for voicemail being left now, apparently. And none of them charge for it in Europe.

eb13saint

Thanks for the clarification.

I'm guessing that's what happened - bloomin' KwikFit!!

Wintermute

real1314 wrote: »

You don't get charged for calls that are not answered and do not go through to voice mail, but....

Just because someone doesn't leave a message, doesn't mean they didn't get through to voicemail. If they get the voicemail greeting, then hang up, they've gone through, and you get charged.

The solution is to switch off all call diversions to voicemail before going abroad.

Edit: Just read the MSE article - all but o2 don't charge for voicemail being left now, apparently. And none of them charge for it in Europe.

O2 still charge for voice mail when voice mail is left for you while roaming outside of the EU.

When somebody reaches your voice mail while roaming you're charged for the cost of routing the call to wherever you are in the world then routing the cost of the call back to your mail box in the UK. I believe there's a minimum charge for both making and receiving roaming calls so if they only stayed on the line for long enough to realise they got through to your voice mail you'll be charged the minimum cost of receiving a call then the minimum cost for making one which can easily add up.

eb13saint

Yep, that's what seems to have happened - as soon as the "this is the O2 voicemail..." bit kicks in you get charged, regardless of whether a message is left.

To O2's credit they have refunded me the charges as a 'goodwill gesture' and have recommended switching my voicemail off when I'm abroad in future. I didn't hold out much hope as I've had poor customer service from them in the past, but this time they were really good.

Thanks for all your help, problem solved - unless I forget to switch my voicemail off next time!