Geographic number diverted to 0845 and caller is charged!

RikJ

Extract from the VM response.

"Regarding calls to 0845 677 8999 you do not recognise on your statement; all calls appearing in your telephone bills are fully checked for their validity and accuracy. After checking our records associated with your line, including your call log and fault history, I can confirm these were valid calls. After researching the number 0845 677 8999 on the internet I can confirm these calls are for Tesco Extra 117 Station Road, Addlestone, England. As advised by a colleague if you are dialling a landline number and dispute the charges - you should contact Tesco and ask them why you have been charged for a non geographic call i.e. number beginning 0845."

I have written back to state my Talk Unlimited package "gives me a zero rated tariff for the first hour of direct-dialled local and national geographic voice calls (that's numbers beginning 01, 02 or 03, not other numbers such as those beginning 084, 087, 070)."

I am asking for confirmation that any future direct-dialled local and national geographic voice calls (less than 60 mins), including 01932 741400, will be zero rated, the charges made to my account were incorrect and for them to apologise for the error.

victor2

RikJ wrote: »

Extract from the VM response.

"Regarding calls to 0845 677 8999 you do not recognise on your statement; all calls appearing in your telephone bills are fully checked for their validity and accuracy. After checking our records associated with your line, including your call log and fault history, I can confirm these were valid calls. After researching the number 0845 677 8999 on the internet I can confirm these calls are for Tesco Extra 117 Station Road, Addlestone, England. As advised by a colleague if you are dialling a landline number and dispute the charges - you should contact Tesco and ask them why you have been charged for a non geographic call i.e. number beginning 0845."

I have written back to state my Talk Unlimited package "gives me a zero rated tariff for the first hour of direct-dialled local and national geographic voice calls (that's numbers beginning 01, 02 or 03, not other numbers such as those beginning 084, 087, 070)."

I am asking for confirmation that any future direct-dialled local and national geographic voice calls (less than 60 mins), including 01932 741400, will be zero rated, the charges made to my account were incorrect and for them to apologise for the error.

So, VM are charging you for a number you did not call and suggesting you contact Tesco and ask them why VM have charged you for a different number.
What planet are they on?? Good for you in not letting it go. I don't suppose many people are affected by this, otherwise it would be worthy of a Watchdog report. See how VM would react to that type of negative publicity.

System

RikJ wrote: »

Extract from the VM response.
"all calls appearing in your telephone bills are fully checked for their validity and accuracy."

Garbage.

After checking our records associated with your line, including your call log and fault history, I can confirm these were valid calls.

What does the numpty mean? That according to VM's records, you keyed 0845 677 8999? Or what?

you should contact Tesco and ask them why you have been charged for a non geographic call i.e. number beginning 0845.

Monstrous. Either VM claims that its records show that you keyed 0845, in which case the basic facts are in dispute; or VM's records show that you keyed 01, in which case VM is at fault. Or is VM claiming that Tesco can bewitch VM's billing? If so, that's for VM, not you, to investigate.

Silent_Calls_Victim

See this posting in the parallel thread - http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1310901185/68#68

victor2

Silent_Calls_Victim wrote: »

See this posting in the parallel thread - http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1310901185/68#68

Link doesn't work for me, but I found your post on that forum and it sounds like there was a problem and VM have now corrected it so it won't happen again.
Correction. It works now. Nice to see a conclusion like that!

Silent_Calls_Victim

The issue has been resolved

See this posting in the parallel thread - http://www.saynoto0870.com/cgi-bin/forum/YaBB.cgi?num=1310901185/68#68

prowla

That's good!
As soon as somebody comes out with a statement like "I can confirm these were valid calls.", you know they don't know what they are talking about and were just being lazy.

byb3

I have just posted a message to the SayNoTo0870 forums with the following that adds another twist to this story.

My dad works for Tesco and he was pretty gobsmacked to find his recent Virgin Media Phone bill at £60 for phone calls, of which £48.81 are these Operator Connected Call types.

It appears that every time you call Tesco and are put through to a different department you are eventually put through to a mobile beginning 078228.

The strangest thing on my dads bill, is that there are 12 calls with 0:00 Mins Secs but cost either £3.85 or £4.72. 9 have been billed at £3.85 and 3 have been billed at £4.72.

He rang up Virgin Media and they have said they are investigating. We have heard nothing back but reading through this thread I believe this has been resolved and he should expect a refund on his next bill for an amount of £48.81?

He is on the phone to them now, after having been cut off the first time because it was too busy, that's customer service for you! I'll keep you updated.

## QUICK UPDATE ##

He was told today by a Scottish lady from Virgin Media that it is a National Problem that appears to be an issue when phoning Tesco's numbers. I assume this is most likely true for any phone number for departments such as the Opticians or Photoshop. He was told that he will get a refund on his next bill for all of these errors.

jhp

Similar problem here https://forums.moneysavingexpert.com/discussion/3556115