O2 iPhone billing problems- please help

Uniscots97

Hi, my OH has an iPhone. Since the new O2 tarrifs came in in february he has been getting excessive call charges, he's been looking into it and the iPhone department of O2 are claiming he's making lots of 0845, 0870 etc phone calls. The iPhone doesn't have a large call record capacity so he's been keeping a diary of calls made, time etc and its not matching up to what he's being billed at all. He made one call last night to a landline (family) which are free yet this morning his call charges have gone up by 30p. We are getting no joys from O2 customer service and the staff in the shops refuse to help at all or even give us the number of someone that could help. :mad:

Does anyone know where else we can turn to get this resolved?

Quentin

Check the calls on the itemised bill.

Uniscots97

But thats what I'm saying the calls made and the calls billed don't match and were getting no help at all from O2.

Quentin

If the calls appear on your bill and you haven't made them, then write in to o2 disputing the bill and ask them to investigate.

Uniscots97

but they don't want to know. Thats why I'm on here asking for help. Where else can I write to or phone to complain?

xplora

unixgirluk wrote: »

but they don't want to know. Thats why I'm on here asking for help. Where else can I write to or phone to complain?

Have you tried 'complaints@o2mail.co.uk'; 'my-care@o2mail.co.uk'?

From o2 website:
We hope that we will have been able to sort out any problems by this stage. However, if you are still not satisfied after speaking to one of our managers and would like an impartial review, please write to:

O2 Complaint Review Service
PO Box 116
Leeds
LS11 5DS

Fax: 0113 388 1153

• Your name and address
• Your mobile and account numbers
• A daytime phone number
• A suggestion of what you'd like us to do to put things right

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

The telecommunications ombudsman, Otelo, can review your complaint if we haven't been able to sort the situation out using the steps above. Unless there is a deadlock situation, Otelo won't look at cases that are less than 12 weeks old.

Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614
Textphone: 0845 051 1513
https://www.otelo.org.uk
Email: enquiries@otelo.org.uk

Quentin

unixgirluk wrote: »

but they don't want to know. Thats why I'm on here asking for help. Where else can I write to or phone to complain?

Have you written already?

In that case now write again, enclose a copy of the letter originally sent along with a cheque for what you think is correct.

Tell them the bill is disputed and you don't want them to take any more from your bank until the dispute is settled.

Tell them specifically not to take a direct debit payment, then if they do you can show your bank they weren't supposed to, and they will refund you under the direct debit guarantee.

baby.boo_2

This is happening to me too, i have paid 38p for a call duration of 3s to a number ive never even dialled, the last 4 or 5 months my bill has been anything upto £20 extra, this month my mums been charged and extra £18 and she never ever uses her phone excessively, she has 700 texts ond 300 mins and doesnt even use half of them.
We dont even have an iphone so it seems its an allround problem.
I have tried disputing my bills via email with no luck as of yet, but as my contract is up for renewal next month im not sure whether to bother going down the sitting on the phone for hours on end route.

let me know if you ave any luck!!

xplora

baby.boo wrote: »

This is happening to me too, i have paid 38p for a call duration of 3s to a number ive never even dialled, the last 4 or 5 months my bill has been anything upto £20 extra, this month my mums been charged and extra £18 and she never ever uses her phone excessively, she has 700 texts ond 300 mins and doesnt even use half of them.
We dont even have an iphone so it seems its an allround problem.
I have tried disputing my bills via email with no luck as of yet, but as my contract is up for renewal next month im not sure whether to bother going down the sitting on the phone for hours on end route.

let me know if you ave any luck!!

Beware of mobile phone virus, it will randomly make call, sms or even GPRS connection.

http://mobile.f-secure.com/downloads/trial/index.html <- try on that, i think you should be able to check if u are infected.