02 over charge??

Dicky2K

Hi all, Just thougt i'd share this one with you, Currently paying £50 monthly for my phone bill, (unlim txts and 1200 xnet mins) with 02..
Got a bill this month for £77 - looked through the bill online.
My minutes get renewed on the 7th of each month and because i maxed out the minutes last month and they have a "24 hour delay" on registering calls, phone calls i had made on the 7th have been charged, as they were "counted" as last months calls, But my new month begins on the 7th.
Phoned them up and complained, and they offered me a credit (this was last week)

Just spoke again to them as no credit had arrived and they denied it all and offered me £12 as a gesture of goodwill...
This was the email i got...
Hello Richard,

Thanks for emailing us about the credit of £23.00 (including VAT).

I'm unable to find any information where you were promised a credit of £23.00 (including VAT).

I've checked your account and can see that you called us on 02 June 2008 and was promised a credit of 12.15 (including VAT), as a gesture of goodwill. I'm sorry this amount wasn't credited to your account. I've credited the amount of £12.15 (including VAT) to your account and you'll see this information on your next bill dated 07 July 2008.

I'm sorry for any inconvenience this may have caused.

Dicky2K

I have no mailed them back and said this it total BULL and if they dont give me the full refund THIS month then i shall be taking it further and will go through all my bills with a fine tooth comb... - Im awaiting replys :S

deano27_2

I am not sure what the issue is. they have stated there can potentially be a 24 delay in calls. Have you used 1200 minute in a month then you were charged for a a cross over of calls that hit on the 7th. I think I would be happy with £12 credit to be honest.

Dicky2K

Point is that i get given my new minutes on the 7th.. and they have charged me for calls i made on the 7th..

Dicky2K

Threw this at them..CUT DOWN TO..
I have E-mailed this morning already.
If your customer adviser "Arjun Modi" is calling me a liar in regards to the phone conversation i had, i believe your calls should be recorded?
Secondly minutes on my bill are renewed on the 7th of each month,calls i make on the 7th and 8th should not be charged regardless to
whether you have a "24 hour update." As far as i am concerned these minutes are to be used from that date.
I am seeking a credit now for the full £22.73 PLUS VAT (to which i beleive i get charged on top) to be taken off the bill for THIS month.
If i do not receive the following monies back in full and within the time scale i have stated i shall be taking the matter further to the
financial ombudsman.




Who then replied with...:

Hello Richard,

Thanks for emailing us and I'm sorry if you feel that you need to contact Ombudsman.

All your calls are recorded in form of notes on your account.

I've checked your account carefully and found that you were promised a credit of 12.15 including VAT as a goodwill gesture on 2 June 2008.

I'm sorry you were charged for calls made from 7 May 2008 on your June bill. However, the dates of the items listed on your bills may vary because your account is not billed at real time and can be up to 48 hours behind time.

I've now applied a goodwill credit of £15.00 including VAT (Value Added Tax) to your account for voice calls. This credit will show on your next bill (7 July 2008).

We've already applied a goodwill credit of £12.15 including VAT. This means on your next bill you'll receive total credit of £27.15 (£15.00 + £12.15) including VAT.

I appreciate your patience and cooperation with this matter.





Successful! Very happy..
Had it not been for MSE i wouldn't have even bothered to try and chase the money..!! Thank you all..

deano27_2

Good work, but that is more to do with their customer service for someone who spends a significant amount with them than a mistake.

Be thankful this principle does not apply to roamed calls as they can take up to 30 days to be charged...

No doubt it will happen again next month....8)

Dicky2K

Bah, Luckily i cant afford to go abroad so i dont need to worry about that..