O2 – *****, *****, *****, *****

New response:

Hello Iain,

Thank you for contacting us about the costs of the call we made to you and further costs for your cybercafe use.

I’m sorry you’re not happy with the previous responses you’ve received from us.

I’m unable to refund you for these costs as Louise and Catherine have previously said. You’re aware of your charges when you’re abroad and so understood that there would be a charge, for answering your phone when you were away.

I understand you only answered this call thinking it was one of your friends or family, however if it was another business calling you i.e. a gas company’s sales team, you would have still been charged and wouldn’t be able to claim the costs back from them.

I’m sorry for the inconvenience you had trying to Top-Up your phone and having to go to several internet cafes to write to us and get a Top-Up. As previously said we won’t be able to refund you, as you were aware of your charges before answering your phone. Although you may not have realised it wasn’t your friends or family, if the call was from another person you would still have been charged and had to Top-Up your phone.

I’m afraid we won’t be able to help you this any further, as we’ve explained to you the reasons why we can’t refund you for the cost of the call or internet use.

And my new one to them:

And another fob-off reply. The matter is not that you “cannot” refund me, it is that you “will not”. There is a world of difference between the two. Let me put it into small points that perhaps you can grasp:

1) You should not have called me. You had no permission. You should not even have had my number. This is, as far as I’m aware, illegal.

2) Yes, I am aware of the call charges. As a result only friends and family have my number. Or so I thought. I did everything *I* could not to be bothered by ignorant sales staff from faceless companies.

3) How do you know I would not be able to recover money from, as per your example, a gas company? For them to call me they would have had to ring me – against my wishes – from a database of phone numbers which they should not have had. That is, they would be in the same position as yourselves, acting immorally and illegally. Maybe their staff would realise that they had done something wrong and would act to make reparation.

I will not give up on asking for my money back. Your company acted illegally, you cost me money and now you’re refusing to cough up what – to O2 – is a trifling small sum. As is typical of large companies you don’t give a **** about anyone smaller than yourselves, and the inconvenience you put them through as long as your shareholders earn enough each year to fuel their Ferraris.

Not. Good. Enough.

Let us get the semantics correct here. There is no truth that you “cannot” refund my money. The fact of the matter is that you *refuse* to do so. There is a huge difference between the two. Perhaps you may like to forward this message further up your internal food chain to someone who is allowed to make decisions rather than passing it around a load of people who’ve been trained to give the same answer all the time.

This is what is called a “matter of principle”. While I appreciate that O2 obviously *has* no principles, now may be a good time to discover them.

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