Advice needed: 2h20m international call on my bill but I am sure I turned it off

afm_2

Hi!
I really need some advice with the following:

Yesterday, I called my mother twice (she lives abroad). First call was about 1 minute and the second for about 3 or 4 minutes. Today I checked my T-mobile account to find the following:

18:32:35 International & Premium Calls 00:06:59 £4.16
16:23:12 International & Premium Calls 02:09:23 £48.82
16:16:25 International & Premium Calls 00:00:42 £0.00

I was shocked!!! I thought "There must be a mistake" and called t-mobile. The lady on the other end was very unhelpful just saying that possibly I didn't noticed that I had spoken for that long. Really?!?

I hung up and checked the bill again.
First, I didn't make any calls at 18:32. I was at home cooking, after speaking with my parents on Skype. It is absolutely impossible that I made that call.

Second, adding the duration of the second call to the time that it started, it gives me an end time of 18:32:35.
18:32:35 is exactly the time at which the third call started. Obviously, it's impossible for me to turn off a call and start another one in the same second.

Thus, I don't know what to do. I don't feel I should pay this and I feel that T-Mobile should do more.

I called T-Mobile a second time and said that I wanted to complain. The gentleman on the other side said he would request a recalculation but that I needed to pay this bill first and then call back, at which time they would look into this and do a recalculation. I am with the feeling that they just want me to pay the bill and then they will tell me bog off.

Having now checked my mobile phone, it is registered that I started a call at 16.23 that lasted for 136 minutes. I don't understand how, as I am sure that I have turned off the call. Also there's no call registered at 18:32, but the bill says that there was a call at that time.

Any ideas on what to do?
Thank you!

martin.cat

I had a problem with data and if you speak to the non uk call centres agents there are useless telling you that it's right as they have just looked at your bill

When I complained the direct debit was put on hold until the billing recalc team looked at it. Admittedly my was for £200 but yours is still a good figure

Fortunately I have no experience of international call problems so can't offer any advise specifically based on that but you timings make sense

Techhead_2

I think if the call log on your phone shows the call AND the network has recorded the length of the call then you must have made it. The two records are not related so they either are both wrong or the call was made.

Perhaps you didn't hang up or there is a fault with the handset or someone else used it?

afm_2

Hi!

Thank you both!

martin.cat how did you get them to put the DD on hold? What was the outcome?

Techhead No one used the phone, that I am sure of. The number that was called was my mother's and she didn't get any other calls apart from mine. What I don't get is why there is a discrepancy between what's shown in my phone and what's on the bill (there was no 18:30 call).

Thanks x

martin.cat

The outcome was that they credited account following month full amount


I am still waiting for my complaint to be actioned I was told 10th of Feb was latest that they would make contact. Its my intention to follow up this week whilst I'm off work. I expect a full apology and gesture of good well. I got bill on Xmas eve and as you can imagine it caused some upset especially with the wife thinking I had actually run up the big bill

As for the dd when I queried the bill they agreed that they wouldn't attempt to take whilst the bill was in dispute. If they had off I would have involved the dd guarantee with my bank where you get money back same day.

T mobiles call centres are useless and can't resolve anything. There certainly isn't any customer service. Nobody called back and I had to chase and chase then the T-Mobile app showed I didn't owe any more and my next bill a few days later showedbthe credit

vixmony

Op, the call you made was it to a landline?

Nodding_Donkey

What sort of phone do you have? My Galaxy S3 logs both time and duration of calls.

matelodave

Can't beat PayGo, no chance of running up ginormous bills

kingrulzuk

vixmony wrote: »

Op, the call you made was it to a landline?

And ur point is??

spannerzone

Nodding_Donkey wrote: »

What sort of phone do you have? My Galaxy S3 logs both time and duration of calls.

Looks like their phone also logs the call data, the OP states:

Having now checked my mobile phone, it is registered that I started a call at 16.23 that lasted for 136 minutes. I don't understand how, as I am sure that I have turned off the call. Also there's no call registered at 18:32, but the bill says that there was a call at that time.

So the phone shows that the call was made for 136mins so there seems little chance of proving this call wasn't made as the phone backs up the bill received. There might be a small discrepency about no call being made at 18.32 but the main crux of the matter is that a call for over 2 hours was indeed made from that phone hence the bill.

martin.cat

But was the called connected? Surely the recipient hung up. How can they charge for an uncompleted call

Also should there not be some limits in place say 1 hour Max for calls to avoid this unexpected bills