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Hi O2!

I’m a o2 customer since 2 years. I have called total 2 hours with O2 service and it results in nothing. They told me to send a mail to O2 but were unable to help me solve this directly. I was in the Netherlands for visiting and called the local police number +31 343 57 8844, unfortunately it’s a paid number but cost is just 2.8 cents per minute but I ended up paying almost 50 euros for around 15 minutes calling which is ridiculous. I reached out to the dutch police and here I quote from them “The costs I stated are the only ones we collect. If more money is collected your mobile provider should be able to explain how that happened. “

my phone number is xxx and can provide more details via email

Please let me know how I can make a complaint about this unfair charge and how I can report this mistake in the billing and get the extra money back.

Thank you very much!

Rachel 

 

edit o2_Manga: verschoben nach Englisch o2 Community: Mobile

edit o2_Manga: persönliche Daten entfernt.

Dear @zxw ,

 

welcome here with us in our community. :hibiscus:
I see that a ticket has already been opened for you in September. Unfortunately our letter with our answer to you came back to us as undeliverable.
Our colleagues have investigated the matter and the roaming partner abroad is billing us, which we have passed on to you.

Here is the answer of the colleagues to you:
“Abroad, connections in the network of a foreign mobile phone provider are realized via so-called roaming. The basis for roaming is a contract between the two network operators which allows the transfer of data. The roaming partner transmits your connections to us via the billing system, whereupon we issue a corresponding invoice. The billing basis for foreign connections is your chosen roaming tariff.
I can well understand that a high bill is very annoying. Please keep in mind that the prices for calls to special numbers or freecall numbers made abroad are set by the foreign network operator.
I therefore ask for your understanding that due to the present facts there is no basis for us to refund costs.”

You have called a special number with costs abroad, there is nothing I can do for you.

 

Kind regards,

Andrea

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