Lost phone/sim card o2

Lara

My son lost his phone/sim card. He rang o2 and told them a couple of days after this happened in July. He has just received his monthly bill from 02 for over £450. Someone has the sim card and has been making calls to India so Customer Services say!! He has a work phone so hasn't had to worry about the other phone as he thought it was cancelled.

Customer Services today said they didn't receive a call and he has to pay the bill in full which is now just off £1000...................:eek:, the last call being made on 22nd August. They say they will now put a stop on his card.

Looks like he is stuck and got to somehow pay up . Just wondering if anyone has any suggestions that could help him please? Thanks:(

Alfie_E

Firstly, did O2's Customer Service tell your son that he had to provide written confirmation of the loss of the handset and SIM? Below is my suggestion if they didn't ask for written confirmation. If they did ask for this, and he didn't provided it, I don't know what he should do.

Your son needs to find out exactly, to the minute, when he rang O2. This could be achieved by looking at a fully itemized bill for the telephone number he used to call O2, or, if he used a mobile or sophisticated landline handset, the call time may still be in the handset's memory. He needs to telephone O2 Customer Service and tell them he is disputing the bill, and that he'll follow this up in writing.

Your son needs to work out what his O2 bill is up until the moment he contacted them. The rest of the amount is in dispute. He should not pay the disputed amount. If he has a direct debit set up to pay O2, he should cancel it. He should send a cheque to O2's billing department for the amount that he considers he owes. It should have a covering letter stating exactly when he contacted O2 to report the loss, and that his payment is in full and final settlement of the bill.

(I hate to say it, but your son has just learnt something. Every time you make or receive a telephone call as important as this, make a written note of the time, and a summary of what was said. And, always follow it up in writing.)

Lara

Thanks Alfie. Have pm'd you aswell.

He didn't have to put anything in writing - wasn't asked then and wasn't asked today either. I tried to send 02 an email to their customers services on his behalf to ensure they had cancelled it this time but it's been thrown back to me. Problem is it takes a little while from where he is atm to receive post .