118820 scam - beware!

Ian011

All numbers starting 118 are for Directory Enquiry services.

The cost of calling 118 numbers consists of your telephone provider's Access Charge (up to 12p per minute from landlines or up to 45p per minute from mobiles) plus the Service Charge paid to the benefit of the Directory Enquiries service.

For calls to 118820, the Service Charge is £6.98 per call plus £3.49 per minute (after the first 60 seconds). See http://checkit.uboss.com/ for call cost details.


I am trying to work out the mechanics of the scam. The crucial detail is who generated the 'error message' that you heard that directed you to call 118820 and the circumstances that will lead to callers hearing that message.

I cannot imagine the error message is generated by the caller's telephone provider. I also can't imagine the error message being generated by the telecoms provider that supplies the NHS with non-geographic numbers.

The only scenario I can think of is that the scammers have purchased some numbers that are similar to popular numbers and rely on callers mis-dialling the service they are calling, instead dialling a number owned by the scammers. When this happens, the scammers play a bogus error message saying there's a 'fault' and to call 118820. If you have access to an itemised bill, please check what number you actually dialled and compare it with the number that you intended to dial. I suspect you'll find some transposed or incorrect digits.

Another matter is that the NHS was banned from using 084 numbers in December 2009. This extended the ban imposed in 2005 that initially covered only 087 and 09 numbers. The Cabinet Office has subsequently extended this policy to cover all public services. The vast majority have since complied.

eddddy

Ian011 wrote: »

I am trying to work out the mechanics of the scam.

....
I cannot imagine the error message is generated by the caller's telephone provider.

This tribunal decision from Phonepay Plus briefly explains the mechanics: http://www.phonepayplus.org.uk/~/media/Files/PhonepayPlus/Adjudications/34513-Tribunal-Minutes.pdf

It seems that the message was generated by the recipient's telephone provider.

The sanctions imposed by the tribunal include:

• a requirement that the Level 2 provider remedy the breaches by amending the IVR to ensure that (i) consumers are made aware there is a fault on the number they are trying to reach, and that they may call 118xxx to obtain an alternative number, (ii) pricing is given immediately after recital of the premium rate number, and (iii) a non-premium rate contact number is included;

....

• a requirement that the Level 2 provider must refund all consumers who claim a refund, for the full amount spent by them on the Service, within 28 days of their claim, ...

So if the IVR (recoded message) hasn't been amended, jazbo may have grounds to claim if a refund of the £23.61.

But if it has been amended - that might be more difficult.

Keith_Castings

In November my wife rang 118820 following an automated message saying their was a problem with the number she had rung in Eire (thinking about it later we assume she had transposed two digits). A very pleasant lady exchanged small talk asked her to wait and then told her to try again (about 5 minutes in total), where she got through. We thought no more about it until noticing a charge for over £21 on my bill. I contacted Sky who told me they could not do anything not even give me the company who they were paying (this was rubbish as their accounts payable would know). I did some digging found the NG Group and sent them an email without much hope. Within quarter of an hour I had a response and in the afternoon they rang me. They explained as soon as my wife rang the charges for 118820 would have been detailed. I said this could not have been the case as she would have put the phone down. The gentleman apologised because I was not happy with the service and promised to reimburse me in the following month. This has now been done. I appreciate that this does not seem to have been the outcome for most people and the whole principle of these numbers may be questioned but I can only say NG have been true to their word with me.

jazbo

Hi Thank you for your reply there was no message giving any rates for the number 118820 just a real person who answered and gave me another number to ring. She did take her time trying to find me an alternative number (no surprise) considering the rates they charge !!!!
As this message was generated after dialling a NHS number which stated there was a fault on the line and to ring 118820 for an alternative number I cannot imagine how many elderly people have been scammed it is absolutely disgusting how these companies get away with it. I know it cost me almost £24 but I have put this down to a bad experience as BT do not want to know.

Ian011

Looking at your phone bill or list of dialled numbers in your handset can you confirm whether the correct number was dialled or whether the number was misdialled in some way, perhaps a transposed or incorrect digit?

Can you also confirm whether the number you wanted to dial is still actually in use or whether the number has changed to something else?

What are the next six digits after the leading zero?

iniltous

nettymes wrote: »

Last month my husband dialled a local number and got a recorded message saying there was a fault on the line and directing him to phone 118820. He assumed this was the number of a BT engineer so he rang it. He told the lady who answered that he had been told to phone because of a fault on the line he was calling. She put him on hold for several minutes and then said that there was a fault and he should try again later. He asked if she was a BT engineer and she gave what he later realised was an evasive answer.

Now we have got our BT bill and discovered that we have been charged £14.60 for that call! By googling it appears that 118820 is a Directory Enquiry service that 'legally' charges £2.50 connection fee and £2.50/minute. But the scam is obviously the recorded message that directs you to call the number, with no indication that you will be charged. Lots of people have been scammed like this. Some people have actually been connected to the number they were trying to get and paid £2.50/minute for the whole call, so in that respect we got off lightly.

We have completed an online complaint form at PhonepayPlus who cover 118 numbers. Need to report it even if we don't get a refund.

jazbo wrote: »

Hi Thank you for your reply there was no message giving any rates for the number 118820 just a real person who answered and gave me another number to ring. She did take her time trying to find me an alternative number (no surprise) considering the rates they charge !!!!
As this message was generated after dialling a NHS number which stated there was a fault on the line and to ring 118820 for an alternative number I cannot imagine how many elderly people have been scammed it is absolutely disgusting how these companies get away with it. I know it cost me almost £24 but I have put this down to a bad experience as BT do not want to know.

What's it got to do with BT, if a company is deliberately putting a message on a line telling the caller to ring a premium rate number, then it's the regulator OFCOM you need to contact , not BT

hilson99

I fail to believe that this many people are not aware that 118 numbers are charged at a premium. 118s are universally known to be very expensive phone calls. You are responsible for the numbers you dial, if in doubt of the cost you can always contact your line provider to find out.

The word scam is sorely over used. Are these shady practices? Yes. Is it illegal?No. There is no scam here. Its not a trick. The information is available to anyone who would care to look. I cannot think of any number I have dialed int he past which proactively offers me the price of the call up front. Just because you didn't realise the cost (again, in this day and age, how is that even possible?) prior to dialing does not make something illegal or a scam. I suggest, with the greatest of respect, that those affected take this as a learning experience and pay more attention when clearly dialing premium rate numbers in the future.

Blackbeard_of_Perranporth

hilson99 wrote: »

I fail to believe that this many people are not aware that 118 numbers are charged at a premium. 118s are universally known to be very expensive phone calls. You are responsible for the numbers you dial, if in doubt of the cost you can always contact your line provider to find out.

The word scam is sorely over used. Are these shady practices? Yes. Is it illegal?No. There is no scam here. Its not a trick. The information is available to anyone who would care to look. I cannot think of any number I have dialed int he past which proactively offers me the price of the call up front. Just because you didn't realise the cost (again, in this day and age, how is that even possible?) prior to dialing does not make something illegal or a scam. I suggest, with the greatest of respect, that those affected take this as a learning experience and pay more attention when clearly dialing premium rate numbers in the future.

Thanks for your guidance. The words bull excreta spring to mind.

Suppose it is not a scam, but to deliberately mislead people wo make a genuine call that the line is faulty minds me of practices of sharks. And of course, you would not fall for this!

But someone in distress because they cannot make contact, what protection should we give them.

scones

hilson99 wrote: »

I fail to believe that this many people are not aware that 118 numbers are charged at a premium. 118s are universally known to be very expensive phone calls.

hilson99 wrote: »

I cannot think of any number I have dialed int he past which proactively offers me the price of the call up front. Just because you didn't realise the cost (again, in this day and age, how is that even possible?) prior to dialing does not make something illegal or a scam.

Balderdash.

Firstly: operators of all premium rate services, including 118 numbers, are obliged to clearly state the applicable service charge wherever the number is publicised.

Secondly: actually, 118 numbers are not universally 'very expensive'. A two minute call to 118820 from a BT line is horrendous at nearly £11, but the same call to 118365 would cost less than £1.35. With such variation, it's vital that the operator of each service makes call costs clear beforehand, so that callers can make an informed decision about whether or not to call before incurring any charge.

Thirdly: the public has no great interest in the ins and out of telephone numbering and most people are very hazy about the call charges they pay for anything other than normal landline and mobile phone numbers. A quick browse of web forums and Twitter will show that many people still think 0845 is 'local rate' or that they'll pay over the odds if they call an 03 number or an 0800 number from a mobile. Given that such misconceptions are still commonplace, it seems unlikely that more than a minority of people will have an accurate idea of the price range that applies to 118 numbers.

Seamus1963

I today tried dialing a company Pay Weekly Electricals who advertise via online, leaflet drops and posters and I received there is a fault please dial this number, and you will be given another number to dial. Well thankfully I had seen the 118 820 Scam warning on here and as the number I was given was 118820 it registered so I did make the call to it. This is one company using the scam not yet sure of others.:(