Over £200 O2 Bill! 118247

notnek · 21 May 2015 at 2:26PM

Hi all. I'm running out of options to try so I thought I'd post here.

So last month I received an O2 bill of over £200 (inc. tax) when my normal bill is under £13. This is because of a 36 minute call to 118247.

What actually happened :

I was involved in a motorway accident and wasn't allowed to go in my car to get the insurance company number. So I called a directory enquiries number that I remembered (118247). The lady transferred me to the insurance company. I think I spent less than 20 mins talking to them (probably less than 10).

At no point was I asked whether I wanted to be transferred (I expected to just write down the number) or was told about any charges. Under the stress of the situation, I didn't even consider that the call transfer would be so expensive.

It turns out that O2 charge £5 a minute for 118247!! And I have no idea how it was a 36 minute call.

The lady at O2 was supportive but said that it wasn't their fault, which I have to accept. There's a customer service number for 118247 but it's mainly for the "Yell" service and they said the only way to contest a charge is to phone 118247. And I would have to then contest the cost of the complaint call!

Even though I would use a landline, there's no way I should be paying for a call to make a complaint.

Basically I've run out of options. Can anyone advise what I should do / whether I have a case / or even direct me to another forum where I could get advice?

Thanks for reading!

Mike

mobilejunkie · 21 May 2015 at 2:49PM

I can't see that you have a leg to stand on. Calling such a number is designed to make a mint for the people providing it. Directory enquiries are there to rip people off. Unless they've broken any code of practice or t&c for using their service there's not a lot you can do except pay up, learn from it and take measures to avoid ever being in that situation again. It's not O2's responsibility so your only possible argument would be with the 118 provider.

Personally, I would never call a premium rate number under any circumstances. I keep my insurance details in my wallet and keep that in my pocket. Nothing is foolproof, but should I be using my phone (and it won't happen) on a call to a dodgy number I'd watch the time I'm on the phone like a hawk, immediately ask the other party to call me back and never use a 118 service to be put through. Once you have the number, hang up and call it.

There was a lot of publicity a while back about the cost of letting them put you through; I do agree it has been inadequate but that's why I don't use my mobile for anything outside my bundle.