Hi all,
This is a general post regarding O2 but may apply to all contract network providers. I haven't gone back on contract yet, so things may have changed in the last few months.. (please let me know if this is the case).
Until very recently I worked in the telecomms / mobile industry and have a PDA which I used for a lot of data applications, such as email on the move.
On my personal contract I qualified for itemised billing, which includes data, however...
and this is the stinker:
the data is CHARGED per megabyte but ITEMISED by duration... What started of as a simple enquiry for myself and my customers has led to a protracted arguement spanning 18 months.
I will reduce this issue as much as possible:
me: hi, how can you charge me for data usage per megabyte when my bill is itemised by duration - how am I supposed to know what I have used?
o2 person: (after me explaining in very small words what I mean and him checking with the "supervisor")
"I don't know, that is just the way the computer provides the information"
me: so if you charge me £10 for 3 MB how do I know I have used it? Especially when my PDA says I have only used 1MB (these aren't 100% correct, but I know roughly the calculations to make based on my experience - it saves time when messing with call centre automotons)
If I make a 1 minute call that it itemised - who I have called, the duration, the cost and how that cost has been achieved. Your statement is telling me I have been online to "mobile.o2.co.uk" for 9 hours, but hasn't indicated
how much data has been sent / recieved and therefore why I have been charged what I have.
I applied a data tariff based on what the o2 computers were saying I had used i.e. according to o2 i was using around 7mb per month, so they added an inclusive 5mb package - so my bill should have been cost of 5mb (around £5 i think) + 2mb x £3 so £11.
Within 2 months my data bill alone was nearly £70. I phoned again (approx 12th call by now) and told them this was unacceptable - if they could not show me what I was being charged for I would not pay it.
I cancelled my DD, and when o2 accounts called again I told them of my problem and said I would not pay until this issue had been sorted. The numpty told me it was my problem and I had to call their customer services, to which I said I wouldn't. They also called me twice at work, the call being put through to me as "o2 are on the phone cos you haven't paid your bill" due to the nature of the issue some my work colleagues were familiar with the problem, however the embarrasment of this could be horrendous!!
I didnt hear anything but my phone did get cut off and I recieved a statement with another £330 being charged for termination. I called again, reiterated the problem and was promised a call back.
(N.B. I have now been promised a total of 7 call-backs - the most recent from a call centre manager (apparently) who laughed and said "I know you have heard this before, but I PROMISE to call you back by the latest tomorrow afternoon... 7 months later I am STILL waiting!).
I was then contacted by Westcot a collections agency for o2 regarding the outstanding amount. I have now made another 15 calls or so (from my currently pay as you go phone which is costing me a fortune!!) to explain the situation. They have basically said we can speak to o2 and see what they say but I still owe the money, they can accept a settlement of £350 (actual figure £560 + costs and rising).
This is where it gets confusing, and where the average person would have caved in - I probably would have too, except in this case I know that I am right, as I know about mobile phones (nothing about finance or law but hey!!) and I know I am right. I have told Westcot the amount is in dispute with O2 and I won't be paying a penny until the issue gets resolved.
Westcot say the debt is a debt and that it is up to O2 to inform them if the amount is to be cancelled / altered.
O2 say (through Westcot - I have asked them to ask o2 to review my account 3/4 times - each time has come back unaltered) the amount is correct.
O2 now say to me the account is finished, amounts have been paid by Westcot (some foreign sounding dude who was obviously new).
Westcot have sent me letters threating to take me to court, so I have told them essentially to bring it on, so I then got letters saying my account had been reported to door knockers, and I called Westcot saying if these people came round they wouldn't be let in as the amount they were charging was not correct and that the amount was in dispute.
My last correspondance was March 2007 and since then I have heard nothing.
This though is where it gets fun: I have been on the banking charge forums and essentially although a mobile phone contract is NOT a credit agreement with the network, it is a service agreement so the Data Protection Act is enforceable:
http://www.consumeractiongroup.co.uk...-consumer.html
1) As the amount with them was in dispute they should not have passed my details onto Westcot
2) Although nothing was in writing (DAMN shame!) I have asked for written evidence of the charges levied, which i have not recieved.
3) The termination charges have been added due O2 cancelling my contract, which surely they can't do if the amount is under dispute?
I am going to wait and see what, if anything, arrives from Westcot and will advise on what happens next - is it too much to hope they hav given it up as a bad job??!!!
Orange/02; data protection contacts./ email complaints 
