Resolver Worked Well with O2 Complaint

Baldrick45

Sorry if this isn't the best place for this, Mods please move if that's the case.

As a long time MSE reader, I jJust wanted to report that Resolver just got me / My Mum a big refund from O2. I am the account holder for an O2 mobile used by my elderly Mum. She's currently in nursing care and the mobile has been a bit of a lifeline for her while she's stuck waiting for a hip op.

She has a sister in Oz that she phones occasionally on it and TBH for a 5-10 min call each week we were happy enough with the charges. But then a £600+ charge appeared for a 6 hrs phone call which was frankly impossible for my Mum and her sister to have made (it would have lasted over breakfast and lunch for my Mum in the home she's in and on well past midnight Australian time). My Mum did try to call her sister that day and as near as I can tell, the call either didn't connect or connected briefly and was ended from the Australian end.

According to O2, international connections don't auto-terminate if ended from the far end and so by not pressing the "red button" my Mum had left the international call open and incurring charges - probably until her phone ran out of charge and switched itself off.

O2 were not being very helpful to my initial complaints and they'd gone so far as to take a full payment for the disputed call under the existing DD for the account. After nearly 3 weeks of growing frustration, I used Resolver to escalate things and within 4-5 working days I've just been told that while O2 still maintain the charges were fair, they'll waive them in full on this occasion and refund the money they've taken.

Thanks so much MSE and Resolver!

My Mum was in the fortunate position of being able to pay the bill if absolutely necessary but to be charged over £600 for one call is shocking and hard to accept. And many other elderly folks with scattered families to phone around might easily make the same mistake and not be in a position where they can pay the bill.

Fortunately this time the good guys have won!