Large O2 Bill am I jiggered

chipbeck

Girl at customer services offered 2 months free line rental so I accepted and she put me through to the billing section to discuss jow my daughter could pay it off.

They'll let her pay it off over 6 months which isn't too bad now for the best part.
She can't make a phone call during the six months to ensure she doesn't go over the bill again. I went ballistic the fact is she is pretty sensible and I think this is the first time in 3 years she's gone over her £20. I also noted that from last Tuesday the European Commission has told them to get their act together by the end of the month (to late for me I guess).
Still up in the air at the moment as I lost it with the guy when he started to go on about 'Now what would happen if you didn't pay your mortgage' couldn't be bothered telling him that if my mortgage was with O2 they'd let me pay the arrears over 6 months but I wouldn't be allowed to live in the house. So nothing has been resolved as I was now in Steve Wright Mr Angry mode and put the phone down.

So in a nutshell I accept it is nobodys fault but my daughters but if you think you'll get any sympathy from this shower I'm afraid you'll have to think again.

espresso

Heng_Leng wrote: »

I think the point that is being missed with recieving calls is that they are setup by O2 in the UK and forwarded to Spain. So their shouldn't be any billing delay with those calls, hence they SHOULD be covered by your £30 limit.

:doh:

Regardless of where the call originates, it will terminate on the Spanish network and they will then charge O2 for setting up the call on their network at the pre agreed rate for the duration of the call. This billing is not immediate and will not be covered by the £30 limit on the O2 account.

raggit_2

the £30 cap added by o2, is a guide only, and is reliant on call data being passed back to the o2 billing system from the network, this can happen daily, but can take a few days to filter back through to o2 billing system, this time is extending massively when roaming (abroad) and i have sen instances where it has taken upto 2 months for the call data to all come thru, but they should of told you that when you asked for the limit to be added.

not much you can do, but you can complain that you werent offered the discount plan before leaving.

Peace.

eljmayes

chipbeck wrote: »

Girl at customer services offered 2 months free line rental so I accepted and she put me through to the billing section to discuss jow my daughter could pay it off.

They'll let her pay it off over 6 months which isn't too bad now for the best part.
She can't make a phone call during the six months to ensure she doesn't go over the bill again. I went ballistic the fact is she is pretty sensible and I think this is the first time in 3 years she's gone over her £20. I also noted that from last Tuesday the European Commission has told them to get their act together by the end of the month (to late for me I guess).
Still up in the air at the moment as I lost it with the guy when he started to go on about 'Now what would happen if you didn't pay your mortgage' couldn't be bothered telling him that if my mortgage was with O2 they'd let me pay the arrears over 6 months but I wouldn't be allowed to live in the house. So nothing has been resolved as I was now in Steve Wright Mr Angry mode and put the phone down.

So in a nutshell I accept it is nobodys fault but my daughters but if you think you'll get any sympathy from this shower I'm afraid you'll have to think again.

I would not except that comment from the agent on the phone, although he may have thought that he certainly should not have said it. O2's agent's attitude is either great or frankly shocking, depending on who you get. I would definately complain about that comment to customer services.

Quentin

eljmayes wrote: »

I would definately complain about that comment to customer services.

The comment was out of order, but what is the point of advising making a complaint at this stage when he hopes to negotiate a deal from them??

patwa_2

O2 customer services swing from pole to pole and never have a stable median. the comment was out of order, yes, but as said above it's probably better to let sleeping dogs lie until you have a solution to the current situation. I certainly think it was wrong to hold any other financial committments above your head like that but at the same time I can see where he was coming from: he's obviously trying to ensure the bill will eventually be paid but he put it rather tactlessly, I think would be one way to phrase it.

H.

eljmayes

Quentin wrote: »

The comment was out of order, but what is the point of advising making a complaint at this stage when he hopes to negotiate a deal from them??

I am doing this at the moment with O2, and it does give you a bit of leverage, it might not work but it'll certainly put them on the back foot. I'm shocked they can offer two months free line rental just like that, I would love to know how on earth they calculate the profit margins for each account.

Quentin

That "2 months free" had a sting in its tail.

For 6 months no outgoing calls were to be permitted.

So they would be getting 4 months line rental without providing any of the inclusive calls which are paid for in with the rental.

So that would be quite profitable for them over 6 months.

nickmack

raggit wrote: »

the £30 cap added by o2, is a guide only

Exactly.

Seems it's a little bit misleading as I've seen many people think once they hit this 'limit' they won't incur any more charges.

Don't ever rely on these limits. They are there to protect the network not the consumer!

Happychappy

impecunious wrote: »

I absolutely agree!! This is not your fault and neither is it your daughters. O2 have a website devoted to protect our children who use mobile phones. It basically says that they, as well as parents, have a responsibility in keeping children safe, including over spending.

http://protectourchildren.o2.co.uk/

I would quote this back at them and, if they still do nothing, tell them that you believe this is a story of public interest and will ringng up the press to ask if they will aid your cause. You sound a very sensible parent and you have obviously given it some previous thought, therefore you have fulfilled at least some of your obligations by enforcing a price cap. What more could you have done? When you phoned them to put the cap on, did they warn you that this doesn't work under certain circumstances? Of course not. I would happily pay the £30, but not a penny more, and also contact their complaints department - they have the authority to make widespread changes, whereas they cust rep will be very limited to what they can do.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=577,E=0000000001591291993,K=4747,Sxi=9,Case=obj(13668)

So now child and parents have no responsibility whatsoever, my goodness what a strange world you live in to abstain from responsibility, phones are not free, either dialling from them or using phones from abroad, sounds pretty obvious that a bill will arrive. Possible answer was ????? dont use use ? nah too simple.

I sympathise with the father and the above was not aimed at her or the father but the growing band of people like the poster saying "its not her fault" sorry it most firmly is. You have to take responsibility unless you knew and had arranged for a bar to be placed on the phone at a certain limit, not a guide.

My own daughter with her first mobile ran up a bill of over £200 despite me telling her time and time again about the cost of the things and being assured by her and her dear mother that she was sensible and of course she realised. Yeah, 5 weeks later when the bill came I had £200 worth of sensible daughter and "How was she supposed to know ?" from her soon to be departed mother.

Im afraid its part of growing up if you face your responsibilities, if not, Its not her fault :rolleyes: and by the way the £200 bill was also with 02 and I also got nowhere other then putting the phone onto payasyougo and giving her an allowance.