Astronomical Charges for using internet on your phone (Simplicity Tariff)

mark5211

My friend's son is on 02 Simplicity Monthly and he has been using his phone to watch utube, my friend has just discovered that £177 has been debited from her account for October and after checking the bill for November its already well over £1000, they have been in touch with O2 and after 6 days they finally replied and spoke to a guy who was extremely unhelpful and told her husband that he cannot do anything as he 'can't change bills or discount bills' and that they will have to pay for all charges, which they cannot afford.

Can anyone tell me if the charges for this kind of usuge is correct as it seems very high and I dont use much internet myself so don't really understand the charges, and do you not usually get a warning from O2 when your bill goes excessively higher than your normal usage?

Its not very good customer service as they have 3x long standing O2 pay monthly contracts and a long standing O2 Broadband contract and no customer satisfation as yet, they don't seem to understand how much stress and worry a bill like this can cause someone.

Does anyone have any experience of a situation like this?

Inner_Zone

Does he not have a data bolt on or has he exceeded the limit on a lower one?

http://www.o2.co.uk/tariffs/simplicity

At £10 it would have been lot cheaper if he kept under the limit.

grumbler

If you really want to know whether the charges were correct, why do you not say that it is some 'old' tariff and that you have no idea about the prices and T&C?

mark5211 wrote: »

...The account im concerned about is a older tariff (pre Feb 2010) and I cant find T&C anywhere for it.

How can anybody give an advice without knowing the essential details?

That said £2.50-£3.00/Mb in UK doesn't look right.

im-lost

mark5211 wrote: »

Its not very good customer service as they have 3x long standing O2 pay monthly contracts and a long standing O2 Broadband contract and no customer satisfation as yet, they don't seem to understand how much stress and worry a bill like this can cause someone.

Does anyone have any experience of a situation like this?

why should there be any customer satisfaction? your 'friends' son used used it so the bill payer is responsible for it.
Why should o2 bend over backwards to satisfy a customer a customer with a correct bill?

And why shoudl o2 care about how much 'stress' it causes? the person your friend should vent at is their son who used it.
O2 isn't a nanny who is there to instill commonsense in to a persons offspring.

im-lost

grumbler wrote: »

If you really want to know whether the charges were correct, why do you not say that it is some 'old' tariff and that you have no idea about the prices and T&C?

How can anybody give an advice without knowing the essential details?

That said £2.50-£3.00/Mb in UK doesn't look right.

Once again please stop banding around misinformation, if you don't know
then just don't answer its really quite simple.

From o2's terms and conditions found here
http://shop.o2.co.uk/tariffSmallPrint

Data usage is measured in kilobytes (KB) and charged at £3.06 per MB.
1MB = 1024 Kilobytes (KB), 1024 MB = 1 Gigabyte (GB). If Data usage is less
than £1 it'll be rounded to the nearest kilobyte on a daily basis, and charges
are rounded up to the nearest 1p. You are billed for the amount of data that
travels over the data network. Please note that your bill may include charges
for re-sent data packets and packets added to control the flow of data over
the network.

grumbler

im-lost wrote: »

Once again please stop banding around misinformation, if you don't know

Do you really not understand the difference between "doesn't look right" and "is not right" and between "I think" and "I know / I am sure"?
Have I offended you in the past that you keep pursuing me with your nasty comments instead of simply correcting me in due course?

Thank you for posting the correct information anyway.

robt_2

mark5211 wrote: »

Its not very good customer service as they have 3x long standing O2 pay monthly contracts and a long standing O2 Broadband contract and no customer satisfation as yet,

I quite agree -how dare they have the audacity to provide a correct bill and ask for it to be paid. Seriously?

im-lost

grumbler wrote: »

Do you really not understand the difference between "doesn't look right" and "is not right" and between "I think" and "I know / I am sure"?
Have I offended you in the past that you keep pursuing me with your nasty comments instead of simply correcting me in due course?

Thank you for posting the correct information anyway.

No you haven't offended me, but I keep reading threads where you comment when you clearly don't know what you are talking about.

mark5211

robt wrote: »

I quite agree -how dare they have the audacity to provide a correct bill and ask for it to be paid. Seriously?

I was not asking whether they should pay the bill or not, of course if the charges are right then it will have to paid, surely they have the right to ask why after 4 years the data charges on this account have risen from usually a few pounds a month to over £1000, Yes it is an older tariff (I believe it is as its never been changed) but surely if the charges reached £1034.00 in five days then if somebody (like most people) didnt check their bill until the end of the month (30 days use) then the bill would be something like £6000 on this basis with no warning or slow down of services.

I posted this as I thought someone on the forum might have some experiance of charges being added to an account not sarcastic replies.

robt_2

mark5211 wrote: »

I was not asking whether they should pay the bill or not, of course if the charges are right then it will have to paid, surely they have the right to ask why after 4 years the data charges on this account have risen from usually a few pounds a month to over £1000, Yes it is an older tariff (I believe it is as its never been changed) but surely if the charges reached £1034.00 in five days then if somebody (like most people) didnt check their bill until the end of the month (30 days use) then the bill would be something like £6000 on this basis with no warning or slow down of services.

I posted this as I thought someone on the forum might have some experiance of charges being added to an account not sarcastic replies.

Surely you answered that in the first sentence of your first post on this thread though - YouTube?

ruggedtoast

All you can do is ask them to forgive some of the charges as a goodwill gesture.