My complaint:
On or about August 2019, I went to the O2 Office based in the Clarendon Centre (Off the High Street in Oxford); to complain about services which I did not require to be purchased and which was charged to my O2 account.
I was served by a young Asian man who looked like he was originally from the Indian subcontinent (The O2 Representative – O2 Rep).
The O2 Rep told me that what happened was that it was likely that in one of my internet surfing sessions (His term) It is likely that I opened a site which had built in mechanissisms which could trigger automatic charging to the unsuspecting Internet Surfer, similar to what I was reporting.
On asking the O2 Rep what could be done about it, the O2 Rep told me he could put a Cap on my Bill such that only the services which I applied for would be billed and nothing outside that would be accepted. The O2 Rep also gave me details of (i) the Company charging me as well as (ii).
the details of an Ombudsman type person. (i) For me to ring up and or to email the company to recover monies I was tricked out off and (ii) To ring up or email the Ombudsman to take my case further. Please not it is impossible to speak to someone on the phone from these companies, with you being place on the queue indefinitely.
A Cap was placed on my account and my approaches to the offending company was to no avail.
Meanwhile recently, my wife changed her mobile phone after she found that her phone was nolonger fit for purpose, while in the store I enquired with the store assistant about the possibility of upgrading my Mobile phone! as there was a more modern one available. I explained my usage etc and I was flabberghasted to find that I was paying an exhorbitant rate for what I used my phone for.
The next day I went to the O2 Office in the West Gate complex in Oxford to compare prices for the various phones on offer and their prices. I explained that I wanted an upgrade for my Phone and an explanation to the exhorbitant rate. Here again I was told that my bill was high because of what I bought (or O2 might as well admit, hood winked into buyoing). I explained that in 2019 a Cap was put on my account, so how could unapproved charges be firstly approved by O2 for charge to my account when O2 had placed the Cap on my account!
It is deeply offending to go to a store to solve a problem only to find that they deal with only one aspect of the problem. In this case Technical problems. The accounts side of the problem can only be resolved by the Accounts Section on the end of athe never ending waiting telephone queue. There is only one difference now and when I visited O2 in the Clarendon Centre and that is where as now the West Gate O2 Office only deals with Tech issues the Clarendon Centre dealt with Both.
I have O2’s own printed copies of every Bill, I am complaing about, I will send copies to you if required. Sorry I can’t get my printer to scan otherwise I would have s3ent you digital copies for your perusal.
Suggested solution:
I believe that O2 can resolve my Complaint by refunding me all monies that they have taken from me. Because they have a duty of Care promised to provide me with the protection which they knew was a threat to unweary customers like me.
I believe that the resolution of my complaint as well as others like me can be enhanced by place a hefty fine on Companies that hide behind facades like Tap 2 Bill or be banned from conducting business in the UK.
