o2 Tugo app charges

jcarver007

I used this app last year whilst in middle east and on my return found that o2 had applied £290 of data charges. Following talking to the store where I was advised just to turn on the app, and to customer services it transpired that the phone had to be in airplane mode when using it which I wasnt told.
O2 also suggested it shouldnt be used overseas:rotfl:

Anyway I complained at the time and o2 offered a partial refund of the charges which I asked them to email me proof of which they didnt. I put the whole thing on back burner till now.

So talking to them again they have again offered a partial refund and sent an email confirming this and have stated that it will be taken off of future bills.

Do I have the right to ask for the full amount and for it to be refunded directly to me?


Any advice much appreciated.

Marcio45

I am not sure what that app does, but whatever you were told at the store you would not be able to prove it was O2 that gave you bad advice. So it would be your word against theirs. Tricky one.
Maybee recognizing that, O2 is meeting you halfway.
I always make my own research, just in case. Particulary in the old days when roaming charges were very expensive.
You can try making a formal complaint to O2. But to be fair, there is not much backing you up, besides your version of a conversation at the store.
Best of luck
MA

pmduk

jcarver007 wrote: »

O2 also suggested it shouldnt be used overseas:

As it uses data to forward your calls, how did you connect? Either the wifi provider will charge you for using their data or you pay the network for using theirs.

A credit on your bill is more than you are entitled to. Grab it with both hands And for future reference, phone store staff are salespeople, talk directly to Customer Services, at least you stand a better chance of the right answer

pmduk

Marcio45 wrote: »

I always make my own research, just in case. Particulary in the old days when roaming charges were very expensive.

They still are outside Europe.