Paying call charges for stolen Mobile phone.

skinnypigeons

Hi all! Just wondering if anyone could help shed some light on this situation!

My other half had his iPhone pickpocketed last Saturday night and he realised this about 2 minutes after the incident occurred. He immediately reported it to a nearby police officer and went to the station to do an incident report. This all happened at about 2am. Around 6 hours later after he'd returned home and had a bit of sleep, he phoned O2 customer services to tell them of his misfortune. We also took all necessary steps using the find my iPhone app to have the phone wiped etc. Luckily, he has phone insurance so he went about getting that sorted out. We had a visit from the police in order for him to get the crime reference number which was necessary for the insurance claim to be filled. Now a week later, he has received his phone bill which comes to £176 (I know it's not the biggest amount that could happen, but it's still pretty huge to us!). We've had a check on his itemised phone bill and there is a 6 hour window from when the phone was stolen, to when it was barred and would you believe that every single number that was called was an international one. He's now contacted O2 customer services who have said the maximum they're willing to discount this bill by is 50%. Although the gesture is appreciated, I personally don't feel like it's enough when he's followed all procedures given in the insurance policy.

If anyone could give any advice before I speak to them again tonight, I will appreciate it more than words!!

Thank you for reading, Harriet x

Silk

You say he went home and had a sleep for 6 hours before phoning them so it could be barred ......The 6 hour window from when the phone was stolen to being barred is right then is it not.

O2 are only liable from the time they were told about it not before

NFH

skinnypigeons wrote: »

We also took all necessary steps using the find my iPhone app to have the phone wiped etc.

That doesn't disable the SIM card, which is entirely separate. Did he have a PIN code on the SIM card?

billa_champion

Maybe you are assuming that because you told the police that is evidence enough? But as Silk says, O2 are only liable once THEY are told.

skinnypigeons

Hello, thank you for the replies so far!!:)

He had a lock the phone itself but I'm not sure as to whether he had a lock on the sim itself. He's stuck with what to do as he had no phone with which to contact O2 to report the theft until I got home, so we're both just a tad confused about what to do!

vax2002

The" bit of a sleep" was a very bad idea....

skinnypigeons

Haha! Yes, who knew sleep could cost so much!

thatsean

Pay phone, home phone, friends mobile?

skinnypigeons

We don't have a landline and I've not seen a pay phone near here either

eranou

skinnypigeons wrote: »

Hi all! Just wondering if anyone could help shed some light on this situation!

My other half had his iPhone pickpocketed last Saturday night and he realised this about 2 minutes after the incident occurred. He immediately reported it to a nearby police officer and went to the station to do an incident report. This all happened at about 2am. Around 6 hours later after he'd returned home and had a bit of sleep, he phoned O2 customer services to tell them of his misfortune. We also took all necessary steps using the find my iPhone app to have the phone wiped etc. Luckily, he has phone insurance so he went about getting that sorted out. We had a visit from the police in order for him to get the crime reference number which was necessary for the insurance claim to be filled. Now a week later, he has received his phone bill which comes to £176 (I know it's not the biggest amount that could happen, but it's still pretty huge to us!). We've had a check on his itemised phone bill and there is a 6 hour window from when the phone was stolen, to when it was barred and would you believe that every single number that was called was an international one. He's now contacted O2 customer services who have said the maximum they're willing to discount this bill by is 50%. Although the gesture is appreciated, I personally don't feel like it's enough when he's followed all procedures given in the insurance policy.

If anyone could give any advice before I speak to them again tonight, I will appreciate it more than words!!

Thank you for reading, Harriet x

Check with the insurance company, unauthorized calls may be covered

NFH

vax2002 wrote: »

The" bit of a sleep" was a very bad idea....

Indeed. I'm surprised he could sleep with the worry that a thief might be using his SIM card.