Beware of O2 'invisible' small print!!!

snoopysunderland

I thought I should write and tell you about o2 sneakily charging for 0800 and 0870 numbers. I have happily had a 02 phone for more than 5 years and, as every year, called to upgrade. However, this year, for the first time, they could not match the best internet offer I could find. “Never mind” I thought, I will cancel the contact and order another one on the internet. “Yay” I thought. So when two phones arrived after ordering one, I should have smelt the coffee and realised that this was going to go horribly wrong. I rang the company to listen to a nice lady called Rachel (a recorded message) who asked me my name, post code and telephone number and then ask me to punch in a number for what was wrong, only to have no option for “we have sent a second phone that you didn’t want and there is not a human being for you to explain this to”. So I followed the advice and went on the internet again and managed to find (after many what seemed like hours) a number that looked like a new one and as it displayed times to ring from and to, so waited until next day only to be put through to Rachel again! So the only other number that they display is the 0800 number for new contracts, great! Well not. They could only advise listening to Rachel or emailing them. So this is what I did explaining that I have ordered a phone not two and yes I got an email back saying I am sorry you wish to cancel you phone please return it and pay for the air time you have used. Aghh!! I’m now expected to return a phone at my expense and be charged for 3 days air time. So after sending an other email I got a very understanding call from ‘Chris’ who knew where I was coming from and although they did have a prepaid envelope this would take time to be sent, only for me to resend it back, so may fall out of the 7days they would refund my postage costs . Thinking the worst I sent the unused unopened phone back and out of the blue the postage costs were refunded. Yay! End of drama....
But no! Now I have been sent a bill for £36.13 for the second (returned!) phone. So I called their 0870 number and they agreed to refund the cost. End of drama number two...
But no – again! I received a bill in the post today for the first (wanted) phone for £53.83 for a tariff of “£35” including 500 anytime minutes, 400 texts. Thinking it was a simple mistake I called them (on their 0870 number) to tell them. I was informed that 0870 numbers were now not included in my ‘anytime’ free minutes, as they have been for the five years I have been with them. They are now a premium rate charge, as per the new terms and conditions on the back of the bill. However, the bill only says “your inclusive call allowance only includes certain types of calls, these are standard calls made to UK landlines and mobiles. Unfortunately you cannot use your allowance to call premium rate numbers, international calls or calls made while abroad.” I disputed this covers 0870 numbers as they were free and asked them to tell me where exactly in the terms and conditions it states they are not, to which they had to ring me back. They then quoted “charging for using the service will calculated using the details we have recorded. More detailed charging information can be found in the O2 price list”. My reply was ‘where?’ They then quoted “clause 9 – we may change this agreement and the charges at any time. Changes will be posted on our website at... Please check this regularly for updates.” So, if you go to the O2 website, there is no such price list/amended list! It is only by chance I found a link which lists the ‘premium rate services’. On this list there are NO 08... numbers, only 09...!!! How can I be charged to call a “premium rate” 0870 number, that even O2 themselves do not recognise as ‘premium rate’!!!!
I asked to go back to my old tariff and they said it would be of no benefit because all O2 customers will be charged the same from tomorrow. So all you O2 customers will from tomorrow (28-09-07) be charged for these calls! You should be getting your notification by text tomorrow!

deedeeliz

I'm sorry for your problems

I received the 0870/0845 text last month, it's a real shame

thesaint

snoopysunderland wrote: »

How can I be charged to call a “premium rate” 0870 number, that even O2 themselves do not recognise as ‘premium rate’!!!!
I asked to go back to my old tariff and they said it would be of no benefit because all O2 customers will be charged the same from tomorrow. So all you O2 customers will from tomorrow (28-09-07) be charged for these calls! You should be getting your notification by text tomorrow!

0870/0845/0844 etc are not premium rate numbers.

This post will probably be followed by deluded MSE'ers saying that they are.

They will provide links to sites set-up by angry people that are also deluded.

To clarify,

0870/0845/0844 etc are not premium rate numbers.