£1500 mobile bill with o2

Puzzle.Mania

Back in December 2023, a relative's mobile bill went from £20 to £1520.
After investigation with o2, it appeared that two four-hour phone calls were made to Sri Lanka within one minute of each other around midnight.
No one could explain how this could possibly have happened, then the owner of the phone started to get calls from Algeria at 2 am (UK time).
My relative is getting debt letters, and was so worn out with the whole scenario, that she went to her Solicitor.
Unbelievably, the Solicitor was unable to get any reply from o2, and appears to be as baffled as everyone else.
This matter is by no means resolved, and I would love to know (a) if anyone has any idea how a call can be made from a mobile without the owner's involvement, and (b) how to get to a conclusion. 

elsien

Has she made a formal complaint to them and escalated?
https://static-www.o2.co.uk/sites/default/files/2019-07/Customer-Complaints-Code-V3.pdf

Puzzle.Mania

I think so, elsien, but I will check.
The information you have given is brilliant, and I will pass it on.
Thanks again.

PHK

Are you sure these are not data usage or roaming calls . Roaming usage is debited from the account at around midnight after the information is received from the roaming network. 

What exactly does it say on the bill?

This might come down to circumstances. Is there anyone else who could have made them. 

Puzzle.Mania

From the information that elsien gave, my relative had sent lots of information by Recorded Delivery to the Winchester address. She has yet to check whether the package was actually received and signed for!

PHK - mentioning data usage or roaming charges is very interesting. I'm sure the person in question keeps her roaming on. I will broach the subject!

As for what it says on the bill, I haven't seen it. My relative is tired of me asking questions, 

There is absolutely no one else who could have made the calls, as my relative lives on her own.

prowla

Going ahead, can you put a spend limit on the account?

Also, if available, switching data to WiFi only is a good way of preventing accidental charged use.

elsien

OP can’t put a spend limit on the account. The relative could,  should they choose to do so. 

prowla

elsien said:

OP can’t put a spend limit on the account. The relative could,  should they choose to do so. 

Sure - I put "you" instead of "they"; hopefully you they can make the inference.

Puzzle.Mania

I can't work out how to reply to posts separately!

o2 have put a spend limit on the account, but everyone (including o2) are baffled as to how this problem arose in the first place.

PHK: Your theory about roaming usage is very interesting. If roaming is turned on, could that create such high charges?

PHK

If your friend has been roaming then it could. 

But I can’t stress how important it is that you get sight of the phone bill to work out what has actually been charged for. Otherwise everything is speculation. 

(With great respect to your friend, people often misunderstand/misread documents )

Puzzle.Mania

PHK said:

If your friend has been roaming then it could. 

But I can’t stress how important it is that you get sight of the phone bill to work out what has actually been charged for. Otherwise everything is speculation. 

(With great respect to your friend, people often misunderstand/misread documents )

She hasn't been roaming, but it might have been turned on.
I haven't seen the bill, but I saw the printout of the call, showing the number in Sri Lanka that had been dialled.
o2 have an office in SL, so that caused suspicion. I will try and see the bill, but at the moment, my relative will be hoping I keep my nose out!  You are quite right that there is a lot of speculation, and your last remark about people misunderstanding/misreading documents is very true.