A senior citizen was shocked to receive an £18,000 phone bill for exceeding her mobile data limit, with O2 insisting on full payment. Roz Dean, the owner of RGR Facilities, initially believed it was an error when O2 attempted to charge her £12,000 in January. Despite blocking the payment, O2 investigated and verified the bill’s accuracy, sending two more invoices totaling an additional £6,000 for data overage on a work phone exceeding its 50GB monthly limit.
Expressing intentions of legal action, Roz was dismayed as O2 first verbally assured her that the exorbitant charge would be waived, only to later uphold it post-investigation. O2 defended their decision by stating that the device had received data usage alerts at 80% and 100% thresholds, with no spending cap on the account.
Roz contended that warnings should have been directed to her, the account holder, rather than the device, which was used by an employee. She highlighted that her £48 per month work phone plan includes unlimited data, rendering the £18,000 bill, due within two weeks, as unreasonable.
Following contact with O2, the company stated they are collaborating with RGR Facilities to find a satisfactory resolution. Although maintaining the validity of the charges and data usage warnings, O2 admitted that communication could have been improved. Roz criticized the lack of alerts to bill payers and emphasized the disproportionate nature of the charges compared to standard data plan rates.
Invoices detailed data usage instances, including £1,586.14 for 54GB and £978.96 for 33.4GB, averaging at £29 per GB beyond the allowance. Roz disclosed that their typical monthly bill for a 50GB phone is £37.62, with the company’s total bill for 11 work phones around £550.
Roz argued that O2’s communication missteps led to the excessive charges and threatened legal recourse if necessary. She underscored the impact on her small business, emphasizing the need for fair treatment. O2 pledged to review the bill as a goodwill gesture and collaborate for a resolution.
Roz, considering the potential to employ another apprentice, highlighted the significance of the funds amid rising youth unemployment rates. She expressed a desire to switch providers once the billing issue is settled.