Expert: Roberto Serrano - 3/27/2008

Question
dear roberto,
            i am having trouble with my phone network (which is called o2.i have been with this company for two years and i have had no problems but recently when i received my bill they were looking me to pay 186 pounds (£186)which would be the equivalent to about $360,over and above my normal bill. they said this was for ring tones i had downloaded  over a very short period of time in fact they claim that i downloaded one of these ring tones every three minutes which is of course ridiculous.my problem is i don,t know how to prove i did not receive these ring tones and they insist i did . i am very upset about this not just because i have this bill but because there is something untoward going on here and i feel helpless to do anything about it. do you know if there is anyway to trace these calls or to show that i did not download these ring tones,personally i believe they should have a limit on the number of ring tones that can be downloaded to a phone before they send a warning to a customer that something untoward may be going on with their phone in order to protect their customers from fraud .
i hope you can give me some advice on this matter.
                                
                       with regards,
                                kieran.

Answer
Hello Kieran,

As far as your overages due to ringtones are conserned they have a way to track media that is transfered meaning kbs transfered to the device. They should also be able to check the IMEI of the phone that it was transfered to. I would definately go to a local store and speak to a manager and have him check your phone so he can see that those ringtones are not on your device and hope that he can approve a credit to your account. I also would suggest you get a different sim card for your device. That is all the advise that I can give I do apologize but I do hope that it has been of help to you. If you have any further questions please do not hesitate to ask. Thank you for your question.