Absolutley raging at O2 Customer Service!!!!

tuk

Yesterday morning I topped up my PAYG mobile by £15 to give me a total balance of £16. Later the same day I was just drifting off to sleep & heard my phone vibrate, looked this morning to see it was O2 telling me my balance was now £10...so £6 had been deducted like I'd made a call which I hadn't.

Called O2 CS today, told them what had happened, they confirmed the charge was from a call I made at the time I heard my phone vibrate, tried to explain I was in bed going to sleep when that happened so the call is some kind of mistake.

O2 gave me the number of the company in question to call, saying they would refund me, called company using supplied number who said my mobile number is not listed on their system, back to O2 who say they can do nothing and insist the charge is correct, escalated to a manger(Syed) who repeated the same ...I asked Syed to call the number & give them my mobile to see for himself its not on their system ...he said 'we cant make outbound calls', sure, one of the biggest telecommunication company in Europe but they cant make outbound calls?????????????

Long story short O2 have refused to do anything insisting the charge is correct, apparently I downloaded something to my phone(Samsung E1200) which cost £6, I'm not even sure that phone is capable of accessing the web, at any rate I've never tried and 100% sure I didn't subscribe to anything.

Any ideas?

Silk

Sounds like you've had a premium rate text rather than make a call ..... did you check your text inbox to see if you had one?

tuk

Most recent text in Inbox is from O2 confirming I'd topped up my phone by £15 ..received yesterday morning.

Me: when was this number called?
O2 : The time is 13/08/14 23:45:01.

That was around the time I was tucked up in bed and heard phone vibrating on my desk. There was no text/calls made in the 12hrs before O2 updated the balance.

Silk

Who is the company that the call is charged from and what's it supposed to be for ?

Buzby

Dispute it in WRITING! You are seeking for a full credit for the money taken from your account. Also explain the service provider denies charging your account, based on the info O2 supplied.

You might as well also ask them to block all premium services on your SIM.

tuk

O2 wouldn't say exactly, some kind of download, the number they gave me to call is: 08000148873 ...which seems to be:

http://www.livecommunicationslimited.com/contact.html

O2 : Syed: Afraid, we can't share how you've subscribed to these services.

tuk

Me: at 17:24:31: Hi, can you block all premium services on my SIM

O2 : Renuka: at 17:25:03: I'm sorry but we can't block the premium services.

O2 : Renuka: at 17:26:26: The number which has sent you this text message is known as a Premier Text Message. As this service is provided by a third party and not O2, we're unable to cancel this service for you

Me: at 17:28:2: so 3rd party criminals are illegally stealing my credit & O2 can do nothing?

O2 : Renuka: at 17:28:55: I understand the concern, but we can't stop it.

davethorp

I'd try calling customer services and asking again. Live chat services are only useful for basic queries such as "what is 2+2" and "what day of the week is it" and even then aren't guaranteed to get it right

tuk

Called O2 CS ..response was a mirror copy of Chat.

One of the numbers O2 gave me to call brings up this via google:

https://www.facebook.com/ee/posts/10152818893552788

Unfortunately the number: 02035981581 ..no longer exists.

O2 CS told me that O2 doesn't make any money from these kinds of charges...lolzers, what a complete joke!

According to O2 these 3rd party companies can deduct credit just by knowing your mobile number & they don't have to tell O2 what its for or when it happened.....& O2 can do nothing to stop them.....even when specifically requested to block all future charges...they cant.

ivinsp

Try making a complaint about the premium rate number/company via http://www.phonepayplus.org.uk/for-the-public/make-a-complaint.aspx

Silk

tuk wrote: »

...& O2 can do nothing to stop them.....even when specifically requested to block all future charges...they cant.

Yes they can ...
Blocking premium rate services

UK premium rate numbers start with 09, while premium text services come from a five or six digit number starting with 5, 6, 7 or 8.
To avoid being charged premium rates, get in touch with our customer service team – Pay Monthly customers can call us on 202, or Pay & Go customers can call 4445 or 0344 809 0222 – and we'll block these numbers for you.


http://www.o2.co.uk/help/everything-else/extras-and-premium-rates