A senior citizen was shocked to receive a massive £18,000 phone bill for surpassing her mobile data limit, with O2 insisting the full amount must be paid.

Roz Dean, the owner of RGR Facilities, was taken aback when she discovered the first of three hefty bills in January. Despite blocking a £12,000 payment, she was dismayed when O2 confirmed the charges were legitimate after an investigation.

The invoices indicated that one work phone had exceeded its 50GB data cap, resulting in £18,000 in charges between December and February. Despite being promised by O2 customer service that the fee would be waived, Roz was disappointed when the decision was upheld post-investigation.

O2 defended their stance, stating that the device had received data usage alerts at 80% and 100% utilization without a spending cap on the account. Roz argued that the warnings should have been directed to her instead of the employee using the device.

Expressing her frustration, Roz highlighted the discrepancy between the excessive charges and the usual monthly bill for their phones. She criticized O2 for not handling the situation appropriately and emphasized the financial strain on a small business like hers.

Following contact from Roz, O2 expressed their commitment to resolving the matter with RGR Facilities amicably. While maintaining the validity of the charges, O2 acknowledged the need for improved communication and customer handling.

Roz, contemplating legal action, emphasized the impact of the bill on her business and underscored the importance of fair treatment for small enterprises. She plans to switch providers once the issue is resolved, citing dissatisfaction with O2’s handling of the situation.

Amidst the dispute, O2 is reviewing the bill as a goodwill gesture and collaborating with Roz to find a satisfactory resolution, acknowledging the need for better handling of such cases.