I, 16 Feb. 2025 , 10:08am
I am in and out all day so will reply as and when I can.

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
Thanks for messaging with O2.
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O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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I, 16 Feb. 2025 , 10:09am
07931357517

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
[Rich Content]
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I, 16 Feb. 2025 , 10:09am
Billing & Payments 💷

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
[Rich Content]
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I, 16 Feb. 2025 , 10:09am
Billing Issue

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
[Rich Content]
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I, 16 Feb. 2025 , 10:09am
Bill higher than expected

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
There are a few reasons your bill could be higher that you were expecting.  
  
Lets work it out together.
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O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
[Rich Content]
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I, 16 Feb. 2025 , 10:09am
None of these

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
[Rich Content]
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I, 16 Feb. 2025 , 10:09am
Monthly bill

O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
The most common reason for an unexpectedly high bill is going over your monthly allowance of texts and minutes. When this happens, you'll be charged at our standard rate.
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O2 Virtual Assistant, 16 Feb. 2025 , 10:09am
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O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
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I, 16 Feb. 2025 , 10:10am
👎 No

O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
[Rich Content]
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I, 16 Feb. 2025 , 10:10am
Speak to an Expert

O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
[Rich Content]
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I, 16 Feb. 2025 , 10:10am
It’s about my Account

O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
Thanks! 🙏
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O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
Please can you confirm your full Name
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I, 16 Feb. 2025 , 10:10am
I have been charged over seas use but I had roaming and data off and only used WiFi

O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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I, 16 Feb. 2025 , 10:10am
Yes

O2 Virtual Assistant, 16 Feb. 2025 , 10:10am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 16 Feb. 2025 , 10:18am
You are now connected to Narendra, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Narendra will be replying in a few minutes.
[Sent]

Narendra, 16 Feb. 2025 , 10:23am
Hello Laura, welcome to O2. I am here to assist you with all my available resources.  
I can see you have a query regarding unexpected higher charges in your current bill.  
Please allow me some time so that I can go forward check your recent bill and get back to you with a better clarification.
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Narendra, 16 Feb. 2025 , 10:29am
Thanks for your patience. Upon checking your recent bill, I could see that you have been charged for:  
  
Airtime : £16.29  
O2 Travel : £18.00  
  
which sums up to £34.29.  
Also, on a brief  
I have sent a copy of your recent bill in your registered email address. Please check & let me know if you have any confusion.
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Narendra, 16 Feb. 2025 , 10:36am
Laura, I don't want to rush you. Just to let you know I am still available in the conversation to assist you.
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O2, 16 Feb. 2025 , 10:41am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 16 Feb. 2025 , 10:41am
[Rich Content]
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I, 16 Feb. 2025 , 02:41pm
Yes, continue ✔️

O2, 16 Feb. 2025 , 02:41pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 16 Feb. 2025 , 02:41pm
[Rich Content]
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I, 16 Feb. 2025 , 02:41pm
Yes, continue ✔️

O2, 16 Feb. 2025 , 02:41pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Info [Automated], 16 Feb. 2025 , 02:41pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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I, 16 Feb. 2025 , 02:42pm
Hi. I would like to know why I have been charged £18 for use abroad when I had roaming and data off and only used wifi?

Soaif Ali, 16 Feb. 2025 , 02:47pm
Hello, good afternoon! Thank you for reaching out to O2. I apologize for the delay in getting back to you.  
  
I understand you need assistance with the £18.00 charge. I will certainly help you with it.  
But can you please confirm your name as per the O2 account?  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.  
  
We will stay connected, Just do not click on (X).
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I, 16 Feb. 2025 , 02:48pm
Laura Turner

Soaif Ali, 16 Feb. 2025 , 02:54pm
Thanks Laura, I see that you have been charged for using data is Cape Verde  
The charges are £6.0 for 3 days, which is £18.00 in total.  
  
The in details usage of this data can be seen on your bill page no, 8  
  
Do let me know if you want me to remove the O2 travel bolton from your account so that you don't get charged for the same again.
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I, 16 Feb. 2025 , 02:55pm
I didn’t know I had a travel bolt on. I certainly never asked for it and I don’t understand how with no roaming or data turned on and no bolt on requested how I can be charged?

Act as Soaif Ali and suggest the next best response saying, I am sorry but we notify you the moment bolton is applied which was probably the time you started the contract, also once you land in the O2 travel country, we remind you that you have a bolton, upon usage also you can see a reminder, this charges can't be reversed, if needed we can remove the O2 travel bolton. Response should be acknowledging and empathetic