£18 charge for a call that did not disconnect??

Not impressed about this at all. several times over the last 2 months my wife has made calls to o2 to get my daughter's iPhone unlocked. Most of these calls laster 3-10 mins at most. Apart from anything else the call centre operators are under pressure to disconnect ASAP whether they have helped or not. Bit like BT really!!!
We recently had a phone bill and I noticed our 'other calls' was very hight. We phoned BT and the operator said it was for calls to 0844s and such like. Luckily we are registered for billing online and having sifted through we found one call to o2 listed as 5 hrs 59 minutes!!!!! There is NO way my wife called them that long and couldnt have even if we wanted too, especially not at 9pm. Clrearly she has hung up after the call as have o2 but it seems the line has not cleared.
To me this is an absolute disgrace. Even if the line had not cleared our end (and we ALWAYS presse the red call finish button) it should have cleared from the o2 end but no. Result, nearly a 6 hous call logged and an £18 bill for it.
I have not yet called BT as I am too busy to passed from pillar to post to no end of departments all who will doubtless need to put you through to some else, even after having negotiated 25 different IVR queues. I am not at all happy about this though and intend to complain, for hwat good it will do. I think the the Ombudsman will be better to complain to than BT.
What have we got to resort to now. Pulling the damned phone line out of the wall to ensure calls disconnect??? Maybe just time to bin BT altogether!!! Time to start looking VERY closely at Virgin and such like I think, especially as we are out of all contracts now and current BT offers are rubbish.

Hi Empgamer,
This doesn't sound too good, I can check this out on my end if you want. If you can email your BT account number and a link to this thread to [email protected] and I'll get back to you.
All the best,
Stephanie
Stephanie
BTCare Community Manager
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£18 charge for a call that did not disconnect??

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