unauthorised payments charged to my o2 account by Google play

windows13

I have been charged from my o2 account to google play for 19 payments of 19.95. I have contacted o2 they say contact google I have done this and they wont accept my claim. Help please 

ladruid

Need more specifics, what were the charges for, from where did they come from, to where where they charged, were they in quick succession or over a long time, how was it funded... how do you use your phone, do you use Google pay at shops, do you buy things on Google Play often... etc... etc...

You make it sound like your O2 account charged Google Play? that would be weird.

If your lucky, you pay for it it on a credit card. If so contact the credit card company and report fraudulent transactions and see what they say.

If you mean Google Play charged your O2 account, then you need to report fraudulent transactions against your O2 account, and see what they say. My guess is you will end up being between a rock and hard place if its O2 and Google.

windows13

Hi thanks for you reply. when I got my April o2 bill i had been charged for 12 charges of £19.95 for Google play digital goods, I have never purchased any goods from Google , then in May I received an email from Google play , in Chinese   saying I had purchased Til Tok coins to be honest I wouldn't have a clue how to do this. I have contacted o2 at least 12 times , they say they cannot do anything I have to contact Google myself, easier said than done!!! I have filled in forms on line to Google and said this is fraud, but keep getting denied. I really do not know what to do now. I paid the bill yesterday as o2 were going to start charging me for my calls, I did indeed pay £ 343.67 on my credit card. I am a pensioner and recently widowed and can really do without all this stress.    

windows13

sorry just reread your message  the purchases were taken in blocks all within 5 mins of each other likewise so were the rest. I have told o2 and Google this is fraud but nobody wants to know.

km1500

o2 are who you should complain to not google


https://www.o2.co.uk/help/safety-and-security/fraud-advice

ladruid

You are in a bit of a pickle as O2 has been charged from Google. O2 should not be passing the buck to Google as they accepted the fraudulent charges, but they do.

You could have requested that O2 puts a hold on the fraudulent charges as you dispute them, but as you paid the bill, you are in a weak position now. In essence you have basically said you accept the charges as you have paid for them.

As you ultimately paid with your credit card you could contact your credit card provider, explain the situation to them, say neither O2 or Google are helping and see what they say, but I suspect they will say as the fraud happened before the money was paid to O2, it would need to be taken up with them... but its worth a shot.

Think of it this way... if someone illegally used your credit card with company XXX. You would contact your credit card company as you are disputing the fraudulent charges on your account from company XXX. Your credit card company would NOT then say, contact company XXX and sort it out with them... that's not how fraud complaints work.

As O2 has allowed the fraudulent charges, and you would think the issue would be raised with them, but they just try to pass the buck. Here is their complaints code :-
https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+080323.pdf

I would write an email or letter to O2 disputing the charges as fraudulent and opening a formal complaint as customer service has not handed the fraudulent charges effectively. If O2 do not investigate and refund within 8 weeks you can then take a formal complaint to the ombudsman.

I would also log a report with Action Fraud so its all on record with the UK Police:-
https://www.actionfraud.police.uk/

Going forward and things to learn from this... tell O2 you want a zero spend cap on your account, then you can never be in this predicament again or change to a monthly pay as you go style account like Giffgaff where this could not happen.