£183 Bill for using Cheapest calls TELEWEST CUSTOMERS

scope

star1 wrote:

On a personal level - although Telewest have been ok to me as a customer, I remain disapointed how they hav'nt recognised this fundermental billing error with call charging.

:cool:

Why would they? They must be making a fortune of people who dont notice or/and dont complain.

But seriously, as the billing process is automated it makes you wonder how many other people have the same mistake on their bills.

Glad you got it sorted though. :beer:

star1_2

Hi - just to clarify - I've not been a victim of the 0844 number issue, just talking about their service in general.

isayoldchap

star1 wrote:

Intresting issue .... just to throw in my knowledge on the subject (I regularly apply for NGO's and some premium rate numbers for clients) - as a couple of people mentioned earlier there are no such things as 50p/min 0844 numbers. Anything charging this amount has to be and 09 prefixed number.

On a personal level - although Telewest have been ok to me as a customer, I remain disapointed how they hav'nt recognised this fundermental billing error with call charging.

:cool:

star1
Can you tell me who allocates the telephone number?
Who programs the software to make the charges?
Does it say anthing in the telecoms terms and conditions about overcharging and who deals with it?
Why?Because Ofcom and Telewest have said I should be contacting cheapest calls to get my refund as it is nothing to do with them.
Considering I have used my Telewest line and it is on my Telewest bill and it goes into their Bank account can this info they have given me be truly correct.I thought the indirect companies get a small share in the calls from
the telecom companies.
Received a telephone call this afternoon from The chief executives office
(Frasier said that two teams have been assigned to look at the software.Also
they need to check the wording on cc website as they maybe misleading callers into believing that all calls from Telewest are the same price as BT.
He also said that they will suspend payment on my account awaiting investigation hopefully have a reply by Tuesday of next week

star1_2

From what I know on the subject ....

1. Number allocation and tariff "guidelines" are overseen by Ofcom
2. It's down to the respective phone companies to get their call routing and billing implemented correctly.
3. Ofcom rules and regulations allow for some variation in prices charged by differing companies (and thats why you always see in any advert for premium rate adverts the rate is applicable when calling from a BT landline)
4. To "win" this one - you really need to get the PDF of current call rates for Telewest (which is availiable from their website), I would then suggest clarifiing the rate for the number for the call in a seperte (annomous call to their CS department) then use this information to prove that you have been billed at an incorrect rate.

Hope this helps, let us know how you get on.

:cool:

isayoldchap

star1 wrote:

From what I know on the subject ....

1. Number allocation and tariff "guidelines" are overseen by Ofcom
2. It's down to the respective phone companies to get their call routing and billing implemented correctly.
3. Ofcom rules and regulations allow for some variation in prices charged by differing companies (and thats why you always see in any advert for premium rate adverts the rate is applicable when calling from a BT landline)
4. To "win" this one - you really need to get the PDF of current call rates for Telewest (which is availiable from their website), I would then suggest clarifiing the rate for the number for the call in a seperte (annomous call to their CS department) then use this information to prove that you have been billed at an incorrect rate.

Hope this helps, let us know how you get on.

Star1
Thanks for your information.Guess what.At approx 16.30 today I received a
telephone call from Fraser McCabe who said that it was a Telewest problem
and that the charges were incorrect.We will be refunded all our charges shortly.He apologised and to be fair we all make mistakes but I was happy for a very quick response and result but wasn't I pushed round the houses a bit?
Things need fighting for.No joy from call centres -you may want to try the Chief Executives office in future.Phew!!!

star1_2

I'm really glad they have admitted fault ....

I've seen it ocasionally when companies get their dialing plans wrong (ie. not passing calls to new numbering scheames) - most frequently done by mobile operators and VoIP service providers, and only on two occasions when call charging was incorrect - this experience with Telewest has been the most accute reported (both is denial that it's their fault, and high call charges related to a lower rate number).

Really pleased it appears to have been sorted !

Best of luck !

isayoldchap

star1 wrote:

I'm really glad they have admitted fault ....

I've seen it ocasionally when companies get their dialing plans wrong (ie. not passing calls to new numbering scheames) - most frequently done by mobile operators and VoIP service providers, and only on two occasions when call charging was incorrect - this experience with Telewest has been the most accute reported (both is denial that it's their fault, and high call charges related to a lower rate number).

Really pleased it appears to have been sorted !

Best of luck !

Should I buy my wife chocolates or flowers.No sofa for me tonight

tasha75

isayoldchap wrote:

I received a telephone call from Fraser McCabe who said that it was a Telewest problem and that the charges were incorrect.We will be refunded all our charges shortly

Fat chance
I've just received my bill from telewest and I've been charged 50p/min for using 08442009090. I called Telewest straight away and, as you, I was told this was not their fault and that I should contact Discount dial.
So, 1 month on they still haven't done anything to correct their mistake.
Thanks for the name of their chief executive, looks like I'll have to give a call.

Unbelievable

Heinz

Sums up the firm quite well really.

A "nice little earner" because the majority of people don't check their bills that closely and won't notice/complain.

sikejsudjek

May I suggest that Trading Standards are contacted. Worked wonders for me when they tried to send a debt collection agency after me for £13 when I had actually paid them twice (they owed me £13 and cocked up my account when I moved house !). The chief executives office were very helpful but as for the rest of the organisation they are clueless.

Just moved my phone back to BT from Telewest. Day after I rang them my phone was disconnected despite being told it would be active for 30 more days. No explination or apology - I noticed on their forums someone else had exactly the same problem which suggests a software problem.

On the day of transfer BT connected my phone and all worked ok, but strangly no one with a Telewest line could contact me. Phoned them up - 'its not our fault phone BT'. After demanding to speak to a manager told the same. Phoned BT, they had to phone Telewest because the fault was their end.

So when anything goes wrong, Teleworst deny all responsibility, blame someone else, refuse to help you and threaten you if they think you owe money. Oh and they decided that the 'free offer' of TV they gave me when I threatened to cancel the TV package couldn't be offered anymore if I cancelled the phone. It would now cost £13.50/month. So not even the 'free offers' stand. Told them where they could stick their TV box, I have a Freeview PVR and its better...