Financial troubleshooter Jessica Gorstwilliams is here to help you with your money problems
Why can’t O2 send me one last bill?
This may seem rather dramatic but I am on “end of life” care. I have been trying to get O2 to forward me my last invoice regarding my old number. My new provider offers £200 when you switch and I need this to put towards my funeral costs.
Two months ago customer services said it would be emailed to me. After three weeks I contacted O2 again to be told it couldn’t email invoices. I could receive a copy sent to the “contracted” address.
My new provider stated that a reminder letter that O2 had sent was not an invoice. I need the final bill. I do not have access to my old address so was told if I went into an O2 store they could print it off. This again was fruitless as my old phone number is not “live” now on its system.
Three friends are helping me but they have also not been able to get anywhere with O2. Can you?
You had been a very good customer in the past with high bills.
Of course I attended to this at once. O2 said it had sent something not once but twice, but to the old address. It now contacted one of your friends who had been helping with this and whom you had given me permission to deal with. It was then arranged for the bill to be sent immediately to an address of her choosing.
I am sorry to learn of your plight and all you must have gone through. It is a tribute to you that you have such staunch friends to help in your hour of need.
O2 said it had sent a bouquet of flowers to apologise for the inconvenience caused. Three weeks later there was no sign of them. However, following my prompting they arrived and were much appreciated.
BT engineer – or fraudster?
I received a telephone call from a man purporting to be from BT. He gave me his name, employer ID and a reference number.
He said he wanted to see if my router was working, but I told him it was not convenient and he arranged to ring me back.
This he did and I spent over half an hour entering various characters on my computer as he directed.
He then told me there were numerous faults and that he would send an engineer the next morning. The engineer would install a new router, carry out security checks and arrange for compensation of £256 via direct debit.
The call then ended abruptly. The next day you contacted BT saying the promised visit had not taken place.
You asked if you should continue to wait. BT took more details and then said the caller was a scammer.
You are 81 and do not have internet banking, which seems to be why you had a narrow escape.
Part of the reason why you were initially taken in was that your router had malfunctioned a few weeks earlier. When the scammer called, you thought it was a follow-up call from BT.
Out of Order by David Mach. Don’t get toppled by phone scams