End of contract - final bill query

e36Adz · 12 Apr 2018 at 16:31

Anyone ever received a suprising (not in a good way) last bill? My wifes contract recently ended with o2, I was paying £31 a month and the final bill a few weeks after the contract had expired was ~£36!?!?

I contacted o2 and they said oh don't worry you are in credit, great I thought - £3 in credit to be precise lol. Nothing adds up, I honestly believe they con people at the end of their contracts for an extra months payment.

After some digging I found that I started my contract at the beginning of April 2016 and that the first bill was generated start of April and I paid the first bill mid-April 2016, which covered me until beginning of May. This pattern then repeats every month. I got my PAC code March 1st 2018 and used it March 8th (checking with o2 in advance that there would be no charge). So my mid-Feb 2018 payment covered me from the start to Feb to the start of March 2018. The contract was only used in March for a week, if that. They have charged me £36 in mid March and tried claiming its for the 'previous month'. Is this a common tactic used? I wonder how much money they've made to unsuspecting customers over the years trying this one.

e36Adz · 13 Apr 2018 at 11:09

Update: The advisors via online chat have repeatedly said the bill is fine. I rang in and spoke to someone who within minutes started processing a refund after I explained why I believed I'd been charged an extra month. Waiting for a call back today.

I'm guessing they've made millions by overcharging people on the final bill, I mean how many people actually bother checking if all they tell you is 'that was last month's bill'.

pinkpound · 13 Apr 2018 at 11:42

I've had few problems with O2 over the years when leaving . My fav is they email you final bill with just a the £ cost no details and it says "login into your account" go to login and they account is closed twice this has happened :rolleyes:

e36Adz · 14 Apr 2018 at 20:53

Update: No call back yesterday - thats the second callback they havent done. I rang yesterday evening to query why and he said all sorts of nonsense like she may have been trying to call me etc etc. He emailed her and explained I'm still waiting for a call back and confirmed the advisor was still on shift and had received the message. He said she may call me back any minute so I should free up the line which I did. Few hours pass, still no call back.

I ring them today and actually get through to someone in the UK - previous times I think was SA. He apologised profusely and was very understanding and said he can see the account is now showing a credit of ~£50 (hmm??) I explain I'm still wanting to speak to the advisor who I originally spoke to who was supposed to call me back after speaking to the payment team so they can explain to me where this final bill came from and how it was generated. He sent her another email from me explaining that if I do not receive a call back by the end of today I'll be putting a complaint through.

All calls on my mobile are recorded thankfully. It may seem like a load of hassle for nothing but after the patronising tone of the SA advisor yesterday, I want to push this all the way. It may seem ott but this issue is actually regarding 2 lines I had which closed at the same time - I was charged the same on both. I'm convinced this happens a lot and people just accept 'that was last months bill'.