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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Text Charges

[ Edited ]

Could someone explain something to me about text charges on phone bills. Why are some text msgs charged 3 times and some charged twice for the same msg and why are they not just charged one price? For example on my last bill i have noticed that i have 6 premium text msgs (texting to Newstalk) but the first two are charged 3 time and the other 4 are charged twice, despite the fact that i only sent one msg. 

 

e.g

On 18/05/2012 at 9:25 i s charged €0.24 3 times for only one msg sent. Thats a total charge of €0.72 and also this is despite the fact that Newstalk say that msgs cost €0.30.

 

Am i being overcharged and if not, can someone explain why i'm not being overcharged? 

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O2_Lisa
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Re: Text Charges

Hi Feen,

I have reviewed the bills, it seems that the message was sent two or three times if you did not send these texts more than once at a time I will credit back for the extra texts, I have credited back €2.36 to your account now.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

Thank you for that but you may have to get someone to check into it because that has been happening for a while, i will check my other bills when i get a chance but i'm sure this has happened before. 

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O2_Lisa
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Re: Text Charges

Thanks, let me know how you get on. If it has happened before I will have to send it too our technicians to investigate.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

I have checked the previous 3 bills (May, April, March) and i have found the same problem. I cannot check any previous bills as the website is telling me that phone details are not kept after 3 - 4 months, so i now wondering how long am i being overcharged and by how much.

 

The bill for April contains a lot of texts i sent while in Edinburgh and most of them have been doubled and in some case trebled and in the odd case Quadrupaled up. The strange thing is that 3 or 4 of the msgs were fine, there was only 1 line and one charge for the date at time in question. I have saved this excel sheet and i can pass it onto you if you can supply me an e-mail address (or i can just attach it to one of these posts? 

 

I would like someone to not only check these 3 bills that i have information for, but my previous bills as well. You have re-funded the overcharge for the June bill that i have to pay but now the overcharge May is €0.96, April €2.57, March €0.96.  

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O2_Lisa
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Re: Text Charges

Thanks I have credited your account now also with €4.49. I have also sent this too our technicians to investigate it can take up too 5 days to investigate.The reference for the issue is 1432553.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

Ok thanks, will that €2.36 and €4.49 be taken off the next bill? 

 

I will keep an eye on my bills in future and is there anyway if you can check my previous bills. As i have said i have only been able to check back to March because previous bills are not available. But it looks like it  was going on much longer. 

 

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O2_Lisa
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Re: Text Charges

I have got our technicians to look back over the bills.

I have taken these charges off your existing bill that is due to be paid. Once our technicians have investigated we will then be able to see why this is occurring.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

Are you sure you have taken off the €2.36 and the €4.49 as mentioned below, because my bill is still showing €61.42, the same as it was before i enquired about the overcharging. 

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O2_Lisa
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Re: Text Charges

Hi

Yes I have, this won't show online, as I have made the adjustment on the system. Your current bill is €54.04 not €61.42.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

Ok, its just when i go to pay by credit card the figure appearing is 6142 cents. Should i just pay for 5404 cents instead of the full amount or if i pay the full 6142 cents will it only take 5404 out instead?

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O2_Lisa
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Re: Text Charges

Yes change this too €54.04 and that is all that will be debited.
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Gold Contributor
Feen
Posts: 74
Registered: ‎07-03-2011

Re: Text Charges

I have just checked this months bill and it appears your technicians have not found an answer to the problem. This months bill has also been overcharged. 

 

19/06/2012 - Only one msg sent at 17.18 but 2 were charged for - Over €0.24

02/07/2012 - Only one msg sent at 18.38 but 2 were charged for - Over €0.24

05/07/2012 - Only one msg sent at 15.21 but 3 were charged for - Over €0.48

 

I have a number of issues with this now.

 

1. What is the problem here?

2. When is this problem going to be solved?

3. How long has this been going on for? I was only able to check back about 4 to 5 bills because the website won't let me go back any further. How can i check that this has not been going on for years.

 

What records do O2 have and how can i be recompensied for overcharging? You must understand that i cannot have much faith if you tell me that this has only been happening since i noticed it or only since as far back as i am allowed to check. Chances are that this is going on for a long time and i have consistently been overcharged for these msgs. 

 

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O2_Fiona
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Re: Text Charges

Hi Feen, please be advised that 1 text message is charged for 160 characters. If you exceed 160 characters per text you will be charged for 2 and so on dependning on the size of the text.
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