
Naked greed
If you read this blog often – probably not – anyway, you’ll know I’ve been in Hong Kong and Singapore. And today I decided to check my phone bill – I got a rather nasty surprise. But I was shocked at just how nasty. Because I haven’t really used it. I have been terrified of using Google maps or searching for anything on the internet because of the charges and thus my phone has been like something from the 90s – completely useless. I even have a paper map in my pocket. It really shouldn’t be like this in the 21st century but then we have a cartel running the mobile communications industry and so we’ll never get a fair priced service.
So, knowing full well I would get nothing out of it but keen to see what I had been doing with my phone to justify this massive cost, I went onto o2′s customer services and had a chat with a nice guy called Liam.
Here is my conversation. I hope it saves you some money!
Welcome to O2. Someone will be with you soon.
You’re through to Liam.
Liam: Hi I’m Liam. How can I help?
Me: Hello, I would like to know my usage over the last 10 days or so. I’ve been abroad, but I have hardly used my phone. But I’ve been charged £210. Where can I find this information?
Liam: I’ll help you with this.
Liam: Can you tell me the current calltime balance and what you get free when you Top-Up?
Me: Yes, this is my package: Unlimited anytime texts to UK mobiles, 300 anytime minutes to UK mobiles and landlines, 500MB web in the UK, unlimited Wi-Fi & 20 picture messages for £21.50 a month
Me: And I think I have £30
Liam: Thanks for the information.
Me: Yes, no problem. So, can you help?
Liam: I’ve checked the records from 10th Nov 2011 and see that you’ve been charged £19.60 for sending text while roaming, £3.98 for calling non europe numbers, £52 roaming calls and £115.15 for data usage. The total cost is £190.5.
Me: I see. £19.60 for a text?
Liam: Yes, that’s right.
Me: Is that possible. £19.60 for one text?
Liam: You have sent 40 text.
Liam: I mean to say text messages.
Me: I see. So, I’m assuming that my tarriff is not helping me with anything while I’m abroad. The data is confusing though. How much data am I using? Because I haven’t even touched Google maps or the internet and I have data roaming turned off.
Liam: I can see that you’ve used 19MB while roaming abroad.
Liam: We charged £6 per MB on roaming.
Me: That is a scandal. 19MB isn’t even a google map download. Ok, it’s not your fault but I’m assuming you don’t have any international tarriffs?
Liam: What you can do is whenever you’re planning to visit any European countries, you can add My Europe Extra Bolt On which gives discounts on calls and texts.
Me: Yes, I’m in Asia though.
Liam: I’m sorry, then you’ll be charged according to the international rates.
Me: OK, I see. Well, I need another provider in that case. How do I cancel my account ASAP so I don’t get any more charges. I’m not even using the phone!
Liam: Click here to check the international rates
Liam: You can call our customer service and request for the PAC code.
Liam: To get your PAC code you’ll just need to call 4445 (25p per call) from your mobile or 0844 809 0222 from a land line and pick option 3 then option 2. We are open 8am to 8pm Monday to Saturday and 10am to 6pm Sunday.
Me: 25p in the UK I assume and how much from Asia?
Liam: You’ll be charged 25p for call customer service number (4445) and landline number according to the international charges.
Me: I see. OK, I don’t care about my number. I’ll get a new one with Vodafone. How can I get a refund for the balance I have in my account and how can I close the account so I don’t get any more charges?
Liam: I’m sorry to say that we won’t be able to refund your amount to your bank account. However, you can transfer your balance to another O2 Pay & Go number.
Me: Surely, if I don’t use the service I’m entitled to a refund? Can you send me a cheque?
Liam: I’m sorry we don’t send cheque as well.
Liam: I haven’t heard from you for a while. Are you still there?
Me: I see. I know this isn’t your fault personally, but does this seem right to you? O2 have charged me £190 for what amounts to about half a picture, 40 texts and a 5 minute phone call and I can’t get my £30 over payment back?
Liam: I’m sorry for this. However, we don’t refund the amount to bank accounts or send cheques.
Liam: Is there anything else I can help you with?
Liam: I haven’t heard from you for a while. Are you still there?
Me: OK. It’s not your fault but this is an absolute liberty. I shall put it down to experience and use the conversation to post on my blog. Good night Liam and if you get the opportunity, move to an honest company. Get away from these crooks!
Liam: I’m sorry for any trouble.
Liam: Thanks for chatting with us and have a wonderful day.
Me: Thanks. Goodnight.
So my advice? Leave your phone at home because I could have bought a new one with these costs. And if you do need a mobile service provider from the UK don’t use o2. They are not a global company and don’t have any agreements with anyone. I know more people in Asia than they do!