Querying O2 bill? Advice please

brookhouse

I had a long online chat with O2 as my PAYG credit was significantly lower than I could account for.

Simple billing query I thought. If I've made a mistake fine but...

long discussion about spurious "security" issues giving me the information and that the usage information is not available, unless I pay £10 Subject Aceess fee.

I kept repeating this is not a "Data Protection" issue (for which Subect Access applies). Seems like a way of deflecting all but the most persistent customers.

There is no online information on usage for PAYG - only current balance.

Seems perfectly reasonable to me to query charges in the last six months without having to pay £10 and wait 40 days to retrieve billing information under Subject Access?

They wouldn't even confirm that they would refund the £10 if there was a billing error.

Is this one for Ofcom or Trading Standards? Or do I write to their CEO which will cost them considerably more to process than the small amount I am querying?

DUTR

brookhouse wrote: »

I had a long online chat with O2 as my PAYG credit was significantly lower than I could account for.

Simple billing query I thought. If I've made a mistake fine but...

long discussion about spurious "security" issues giving me the information and that the usage information is not available, unless I pay £10 Subject Aceess fee.

I kept repeating this is not a "Data Protection" issue (for which Subect Access applies). Seems like a way of deflecting all but the most persistent customers.

There is no online information on usage for PAYG - only current balance.

Seems perfectly reasonable to me to query charges in the last six months without having to pay £10 and wait 40 days to retrieve billing information under Subject Access?

They wouldn't even confirm that they would refund the £10 if there was a billing error.

Is this one for Ofcom or Trading Standards? Or do I write to their CEO which will cost them considerably more to process than the small amount I am querying?

Neither, why not log onto your account to see where the debits have been made? Much quicker to see if you do have an issue or not.

brookhouse

Er, as I said there is no online information on usage for PAYG - only current balance.

DUTR

brookhouse wrote: »

Er, as I said there is no online information on usage for PAYG - only current balance.

There is none or you can't find it?
They usually show recent usage, all the payg I have had show this online.

redcard

DUTR wrote: »

There is none or you can't find it?
They usually show recent usage, all the payg I have had show this online.

You've never been on o2 then

NFH

All networks have the itemised usage data in their systems. It is unreasonable that they should hide this data from their customers, particularly in this day and age. Orange provides prepaid customers with itemised usage history, and one of my foreign prepaid SIM cards even itemises incoming calls and texts, despite them being free as with UK networks. You should ask O2 why it is unreasonably hiding this data from you when it does not hide the same data from its postpaid customers.

The most common rationale for a company to fail to itemise charges is to conceal its own errors from its customers.

DUTR

redcard wrote: »

You've never been on o2 then

I am on O2, often we get threads like this, and the poster always wants to blame the network, when it is simply user error, that is what I would like to see you clarify 1st, if you have a smartphone, there is even an app to quickly check balance usage etc.

To see yours, go to My O2 and click 'View my full bill' in the 'My bill summary' section of the page. You can print it off too.

redcard

DUTR wrote: »

I am on O2, often we get threads like this, and the poster always wants to blame the network, when it is simply user error, that is what I would like to see you clarify 1st, if you have a smartphone, there is even an app to quickly check balance usage etc.

To see yours, go to My O2 and click 'View my full bill' in the 'My bill summary' section of the page. You can print it off too.

You should make O2 customer service aware of this

DUTR

redcard wrote: »

You should make O2 customer service aware of this

Just been reading some threads on it, it seems you won't be able to find it after all, my virgin , t-mobile and 3 payg offer this, but looking at the threads, the system would have to be paid for by....the charges for airtime.

redcard

DUTR wrote: »

Just been reading some threads on it, it seems you won't be able to find it after all, my virgin , t-mobile and 3 payg offer this, but looking at the threads, the system would have to be paid for by....the charges for airtime.

So it wasn't customer error then...

Brilliant.

DUTR

redcard wrote: »

So it wasn't customer error then...

Brilliant.

Not this time, no.
So next we await your reply from ofcom , trading standards or the CEO, as also often we read from posters with grand ideas to start the crusade for the peoples and then they do ...............nothing