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    UPDATED: unexpected charges (o2)

    I had an iPhone tariff with o2 but decided to get a blackberry instead.

    When I went to change I went instore to check I could and was told that the internet was email/web browser and tethering.


    When I came to change it (tariff) in the end I then again had it checked and was told again it was email/web browser and tethering.

    Last week I use my phone as a modem on my laptop because i'd mislaid my vodafone mobile broadband stick. I used 15MB on this.

    I get my bill today and I've been charged £20 almost for using it as a modem so i've obviously been mis-informed on both accounts.

    I called o2 and the CS advisor agreed that i had been mis-informed aswell. He wouldn't add a credit onto the account there and then but filled in a 'credit form' and said i'll get a yes/no in 3 days.

    If it comes back in 3 days that I'm not entitled to a credit on the account and 'have to pay' for the usage, what can I do?

    Thanks.

    19 Comments

    O2 once did similar with me and i got a bill...i took the phones(2 of) back to store and asked to disconnect as i had bought for the free calls which didnt apply as i was lied to. I had to sit in the shop a few minutes whie they messed about but disconnected eventually and scrapped the bill.
    Check online what your tariff should cover and with any paperowrk they gave you too?

    Original Poster

    ok ive just rang them up and theyve said they wont refund it because it's not data roming charges, it's modem charges, anything I can do? I'm adamant not to pay £15 for 15m usage..

    Original Poster

    anyone?

    Banned

    Answer: Move to Vodafone. Thems are great guys fo sho.

    Never had a problem in 5 years with o2, in fact i'm nearly at the stage where they pay me to use their network :-D

    Supermod

    I am sure that their T&Cs state that you will be charged for tethering.

    Was it an o2 store that gave you the wrong information?

    Original Poster

    vibeone;7990158

    Answer: Move to Vodafone. Thems are great guys fo sho.


    ^this... i'd go with them but i'm tied with o2 for gawd knows how long - - what makes me laugh even more is i have mobile bb with voda, but forgot my stick that day so used my phone because it was supposedly free.

    transit;7990190

    Never had a problem in 5 years with o2, in fact i'm nearly at the stage … Never had a problem in 5 years with o2, in fact i'm nearly at the stage where they pay me to use their network :-D


    bleh, any idea what to do?

    Original Poster

    magicjay1986;7990197

    I am sure that their T&Cs state that you will be charged for tethering. … I am sure that their T&Cs state that you will be charged for tethering. Was it an o2 store that gave you the wrong information?


    o2 store AND o2 customer services line

    Supermod

    t0mm;7990211

    o2 store AND o2 customer services line



    Internal complaints procedure. It is for you to prove and them to then disprove I am afraid.

    Banned

    BTW, seriously, in my limited experience of o2, just carry on whinging at them until they agree to your demands. Eventually they just give up and bend over.

    t0mm;7990211

    o2 store AND o2 customer services line



    If the CS line specifically told you tethering was included, they should have that call recorded and will be able to investigate and refund/compensate as neccessary (I would request more that just a refund of the charge). Ask to speak to complaints, if that fails write a letter to head office and OFCOM....

    t0mm;7990205

    bleh, any idea what to do?



    I'm pretty certain in 3 days time you will get the money credited , happy days :thumbsup:

    Original Poster

    transit;7990235

    I'm pretty certain in 3 days time you will get the money credited , happy … I'm pretty certain in 3 days time you will get the money credited , happy days :thumbsup:


    i've already been told im not getting it because its modem charges not data roming

    Supermod

    jah128;7990228

    If the CS line specifically told you tethering was included, they should … If the CS line specifically told you tethering was included, they should have that call recorded and will be able to investigate and refund/compensate as neccessary (I would request more that just a refund of the charge). Ask to speak to complaints, if that fails write a letter to head office and OFCOM....



    Why would you request more than the charge? What makes you think you are entitled to anything else?!

    t0mm;7990249

    i've already been told im not getting it because its modem charges not … i've already been told im not getting it because its modem charges not data roming



    Go through to retentions and i'm sure they will wipe it off if you put your angry voice on :thumbsup:

    Banned

    transit;7990358

    Go through to retentions and i'm sure they will wipe it off if you put … Go through to retentions and i'm sure they will wipe it off if you put your angry voice on :thumbsup:



    Hasnt had the contract long enough????????

    Do you read?

    dimebars;7990381

    Hasnt had the contract long enough????????Do you read?



    To be perfectly honest i cba :thumbsup:

    dimebars;7990381

    Hasnt had the contract long enough????????Do you read?



    but they stated something was to be included in the contract which is not and thus if you can show is a fundamental breach of the contract you might have a leg to stand on. But again it will come to word against word, personally I'd badger them and they will probably drop the charges.

    Im with T-Mobile and ive had a couple of high bills, one due to a large amount of data usage on my mums phone (on my account) due to my brother using the internet on it. It came to about £17 and I spoke to them and they said thats correct. I said the tariff states that it is capped at £1 a day, (all this was in one day) and thus the cost should be reduced to £1. They said no, and no again.

    Finally got to speak to a Supervisor and he said no to start with, and he stated it was only phones that had web'n'walk printed on them, which my mums n95 did, and then he said you need to opt in to the service, i replied that i had the paperwork in front of me and nowhere does it state that. So he had no choice but to refund it.

    magicjay1986;7990277

    Why would you request more than the charge? What makes you think you are … Why would you request more than the charge? What makes you think you are entitled to anything else?!



    If you have been mis-sold something - that is to say deliberately misguided in the product you are buying, you are entitled to fair compensation for the mis-selling. In this case, if the phone company were clearly misdirecting the customer in the phone-call and the store visit (the phone call should really be recorded so it should be something which can be investigated) I would ask for not only a refund of charges but also a token compensatory amount for the inconvenience, the cost of phone calls, the cost of any letters sent and the time taken to resolve the matter. If a company makes a billing error or any other sort of malpractice which puts the consumer at an inconvenience, the consumer is perfectly entitled to ask for some token recompense, and generally the companies will oblidge.
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