Querying O2 bill? Advice please

brookhouse

As I said in my original post "If I have made a mistake fine...", but there seems no way to get the information via My O2 to see if I have made a mistake.

I have never before encountered a company that seriously suggests I do a "Subject Access" to query my bill.

Also, I haven't threatened to go to Ofcom, Trading standards etc. - I've asked which approach to take.

DUTR

brookhouse wrote: »

As I said in my original post "If I have made a mistake fine...", but there seems no way to get the information via My O2 to see if I have made a mistake.

I have never before encountered a company that seriously suggests I do a "Subject Access" to query my bill.

Also, I haven't threatened to go to Ofcom, Trading standards etc. - I've asked which approach to take.

My reply still stands as neither, much as it hurts, there is nothing really you can do about it, telefonica have opted to offer the system the way they have, there are always the other operators if it is that much a concern to the customer, but looking at the threads, many have gone on about it over the years, I don't expect anything to change in the near future.

NFH

DUTR wrote: »

My reply still stands as neither, much as it hurts, there is nothing really you can do about it, telefonica have opted to offer the system the way they have, there are always the other operators if it is that much a concern to the customer, but looking at the threads, many have gone on about it over the years, I don't expect anything to change in the near future.

This is irrelevant. It is unreasonable for a business to make a charge but to refuse to state precisely what the charge is for.

DUTR

NFH wrote: »

This is irrelevant. It is unreasonable for a business to make a charge but to refuse to state precisely what the charge is for.

But what is anybody going to do about it?

NFH

DUTR wrote: »

But what is anybody going to do about it?

The OP can ask O2 to either refund the erroneous charges or specify precisely what the charges were for. If they refuse, he could ultimately issue a claim in the small claims track of the County Court.

DUTR

NFH wrote: »

The OP can ask O2 to either refund the erroneous charges or specify precisely what the charges were for. If they refuse, he could ultimately issue a claim in the small claims track of the County Court.

Will the OP follow any of those actions though?
That is all I am asking as pointed out on the thread, we can all whine about the wrongs of the O2 payg set up, but we are not the executive board for 02, as people have gone on about it for years, it doesn't seem it will change in the near future, you and the other readers know that, perhaps it's not what some want to hear but that is the reality, basically £10 for 6 months statements is £1.66 per statement, pay monthly users have to pay for statements, so the OP can try the things you suggested, change networks or do nothing .

Techhead_2

NFH wrote: »

This is irrelevant. It is unreasonable for a business to make a charge but to refuse to state precisely what the charge is for.

On O2 Payg a USSD message comes up on screen after every call/text showing your current balance. A user would therefore be aware of what the charge was. This can be turned off, but only by making a specific request. If someone has asked for this to be turned off or did not note the balance, it doesn't seem unreasonable to make a SAR. Similarly data is charged at a flat rate per day you use it and a message is sent telling you this.

DUTR

redcard wrote: »

So it wasn't customer error then...

Brilliant.

See post #18, as it appears it could well be

NFH

DUTR wrote: »

pay monthly users have to pay for statements

On which network? To my knowledge, pay-monthly customers always receive itemised bills free of charge, but reasonably have to pay a fee if they want the network to provide hard copies on paper.

NFH

Techhead wrote: »

On O2 Payg a USSD message comes up on screen after every call/text showing your current balance. A user would therefore be aware of what the charge was.

That's not very helpful, because phones don't log USSD messages received, unlike SMS. Given that the networks have the usage history available, it is unreasonable of them to hide this from customers.