Louise, 04 Jan. 2025 , 01:26pm
Hello

O2 Virtual Assistant, 04 Jan. 2025 , 01:26pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 04 Jan. 2025 , 01:26pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Louise, 04 Jan. 2025 , 01:26pm
07446832002

O2 Virtual Assistant, 04 Jan. 2025 , 01:26pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 04 Jan. 2025 , 01:26pm
[Rich Content]
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Louise, 04 Jan. 2025 , 01:27pm
It’s about my Account

O2 Virtual Assistant, 04 Jan. 2025 , 01:27pm
Thanks! 🙏
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O2 Virtual Assistant, 04 Jan. 2025 , 01:27pm
Please can you confirm your full Name
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Louise, 04 Jan. 2025 , 01:27pm
Louise Winn

O2 Virtual Assistant, 04 Jan. 2025 , 01:27pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Louise, 04 Jan. 2025 , 01:27pm
Yes

O2 Virtual Assistant, 04 Jan. 2025 , 01:27pm
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], 04 Jan. 2025 , 01:27pm
You are now connected to Suraj, 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 Suraj will be replying in a few minutes.
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Suraj, 04 Jan. 2025 , 01:35pm
Hi Louise, thank you for being patient while waiting for my response and completing the security check. I'll certainly check your account and help you with account query.  
  
I would request you to share more information about your query so that I can have a better understanding and assist you today in the best possible way.
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Suraj, 04 Jan. 2025 , 01:43pm
I hope I’m not disturbing you, wanted to check if you need any more information regarding your account?
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O2, 04 Jan. 2025 , 01:51pm
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, 04 Jan. 2025 , 01:51pm
[Rich Content]
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Louise, 04 Jan. 2025 , 02:31pm
Yes, continue ✔️

O2, 04 Jan. 2025 , 02:31pm
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], 04 Jan. 2025 , 02:31pm
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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Louise, 04 Jan. 2025 , 02:33pm
Why is my bill is so high even though I have all unlimited text data n mins .. quite disappointed after move to 02 for the first time after left three n my bills was quite shocking … why so much n I thought there was no hidden cost ?

Louise, 04 Jan. 2025 , 02:34pm
I have just paid it off today n I want to start fresh and be sure that I won’t have to pay the same high bills next month also can you change the date to suit me after the 25 of every month direct debit please

Louise, 04 Jan. 2025 , 02:36pm
Hello

Louise, 04 Jan. 2025 , 02:38pm
Hello

Soaif Ali, 04 Jan. 2025 , 02:40pm
Hi Louise, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I see that you have been charged £48.75 for sending 75 MMS to the number ending, 249  
4 MMS to the number, 650 and 1 to 736  
  
Do let me know if you want me to add a £0.00 spend cap on your account to avoid similar charges in future.  
  
Talking about the payment date, please Note:- On our new billing systems, you are unable to choose one specific payment date. However; you can choose any one payment date range, our automated system will decide the new payment date for you and that date will be set as your new payment date. Payment date can only be changed once every 90 days. Also we do not have the option to change the date manually. I hope you'll understand.  
  
Your new payment date range options are: 1-7 days, 8-14 days, 15-21 days and 22-28 days. 1-7 means payment will be taken between 1st and 7th of every month. You can select any range of your choice.  
  
May I know the payment date range you want opt-in for your account?
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Louise, 04 Jan. 2025 , 02:43pm
I’m not dear why mms of 2 / 3 mobile number charged don’t understand.. it’s that inks to emoji?

Louise, 04 Jan. 2025 , 02:43pm
Please keep English basic cos English no my first language as I am deaf so just straight to the point without all the too much information

Louise, 04 Jan. 2025 , 02:44pm
I would preferred to used 22-28 every month please direct debit

Louise, 04 Jan. 2025 , 02:46pm
I just don’t want to pay that amount again cos is shocking as I only pay 20.00 for SIM card only

Soaif Ali, 04 Jan. 2025 , 02:48pm
Louise, I’m really sorry to hear about your situation. I understand how frustrating it can be to receive unexpected charges, especially when you’re new to O2.  
  
Yes, you're correct that emojis sent via text are also considered as MMS, which could explain some of those charges.  
  
If you’d like, I can set up a spend cap on your account to help avoid these types of charges in the future. Just let me know!  
  
Regarding the payment date, I've also checked the pro-rata charges that will apply to your next bill after the change. The total charge, including these adjustments for your plan, is £25.81 for your next billing cycle.  
  
Would you like me to go ahead with this change?
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Louise, 04 Jan. 2025 , 02:49pm
Yes please .. so I can only used free emojis on what’s app but no mms it’s that correct ?

Louise, 04 Jan. 2025 , 02:50pm
Yes I would like to go ahead with the change please

Soaif Ali, 04 Jan. 2025 , 02:52pm
You got it absolutely correct.  
Emojis over WhatsApp = No charge  
Emojis over Text = Charge on your O2 bill  
  
I have also added a £0.00 spend cap, now it will be impossible for you to send emojis over text (in case if you forgot and mistakenly sends them)  
  
I would like to share few details about adding spend caps:-  
  
• You will receive a text message will shortly confirming the spend cap has been added.  
• The Spend cap decision is stored in system for any follow up queries.  
• Any barring that may be due to the spend cap placed on account will happen automatically, however this may take up to 24 hours to become live on the account.  
• For more information about Spend Caps, click here: [https://www.o2.co.uk/help/account-and-billing/spend-cap](https://www.o2.co.uk/help/account-and-billing/spend-cap)  
  
Certainly, before you go, is there anything else I can help you with?
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Louise, 04 Jan. 2025 , 02:52pm
I just don’t want high bills charges again which I wasn’t aware

Louise, 04 Jan. 2025 , 02:54pm
Don’t wants any more high bills again cos I nearly s….t myself excused my language n I couldn’t believe it .. also hope the director debit changes after 25 Th every month if possible thanks xxx

Louise, 04 Jan. 2025 , 02:57pm
Sorry

Louise, 04 Jan. 2025 , 02:58pm
Sorry for the kisses at the end

Louise, 04 Jan. 2025 , 02:58pm
Just a habit

Soaif Ali, 04 Jan. 2025 , 02:58pm
Don't worry there won't be any such similar charges on your bill in future, that's my guarantee.  
  
Also, if you find it difficult to access any of our services due to a disability, you may find it helpful to register for our Access For You service.  
Once registered, we can ensure that we tailor our services to you each time you contact us.  
This means you only have to tell us about your requirements once.  
If you think you’d benefit from the Access For You service, please let me know and I’ll register you.  
A member of our Access For You Team will then contact you.  
You can visit the below link to place the request.  
[https://www.o2.co.uk/access-for-all/support-request-form](https://www.o2.co.uk/access-for-all/support-request-form)  
  
No worries, I didn't mind about the kisses :)  
  
Before you head out, is there anything else I can assist you with?
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Louise, 04 Jan. 2025 , 03:00pm
Yes please as I a deaf n used BSL sign language this is why English no my first language yes I would like to reg please

Act as Soaif Ali and suggest the next best response saying, you will need click on the above link and register yourself. Response should be acknowledging and empathetic