STOP Calling Your Bank on an Expensive 0845 Number!

oliverbrown

Ian011 wrote: »

One tip. Don't use the terms 'local rate' or 'national rate' to describe any type of number. These terms just breed confusion.

Thank you for your comprehensive reply. I have been following the 08/03 saga over the years too, and I was very pleased when 03 was finally introduced, so that the "no alternative non-geo option" argument could no longer be used by 084/087-using companies.

But it seems some companies need a kick to give up their lucrative 084 customer support numbers.

Despite not getting anywhere with my call to CAB, the CAB have replied to an email I also sent to them. They are interested in the case and are sending it to my local Trading Standards department for review. Looks like I'm getting somewhere now.

oliverbrown

pmduk wrote: »

Front-line CS staff are usually not allowed to deviate from the official company "line".

It was the complaints department, and I believe I was called back by a manager.

Ian011

Irrespective of the actual call costs and the legality or otherwise of using 084 and 087 numbers for particular purposes, the overriding factor in all of this is that from 1 July 2015 every user of an 084, 087 or 09 number MUST declare the Service Charge everywhere their number is advertised. If they cannot justify this additional charge, they must change their number to stop imposing it. End of. )-:

cpwp

I’ve only just changed to Tesco mobile and was sold a “safety buffer” item which was explained to me that if I ran out of minutes or texts, I could use this “safety buffer”. It’s a £5 amount. I checked my account this morning and although I had only used 87 minutes out of 1000, I saw that £1.44 had been used out of my “safety buffer”. When I asked why, they said it was 0845 numbers are not included in the 1000 minutes I had taken for my monthly use. How can they call it a “safety buffer” when really it is another fund for them to dip into. It was not explained that this would be used in this way. How can it be a “safety buffer” in case I use my minutes up if it has already been taken for other purposes? The name is totally misleading. It should be called the additional revenue fund.

Ian011

Unless you're calling chargeable services such as recorded information lines including sports results and weather forecasts, chatlines, entertainment services including competitions and voting on a TV show, subscription-free conference-calling services, instant-access international dial-through services, making charity donations, or paying for small value goods and services through your phone credit then there should be no need to be even calling 084 or 087 (or 09) numbers.

If you're calling a retailer, trader or passenger transport company about a previous purchase, calling a government department or agency or some other public service, calling a bank, or calling an NHS service, there should be no need to call an 084 or 087 number. Various regulation and guidance that has come into force over the last 18 months or so means that all of these services should be using 01, 02, 03 or 080 numbers and the vast majority of them now do.



See also
https://forums.moneysavingexpert.com/discussion/5219756

cpwp

The calls were ironically to PayPlan as I was trying to sort out my debts. 0844 number. I just assumed the calls would come out of my 1000 minutes. Sorry if I am naïve on this, but my previous plan just billed me for calls made. Normally I would use say no for an alternative but I was out and was trying to get something done asap. Lesson learnt, although I still think the name of the fund “safety buffer” is misleading. I will be having a moan on Tesco’s when I next go in there as that was not how that “safety buffer” was sold to me.

oliverbrown

CC Water said "I’m afraid that our understanding is that water companies can still use 0845 numbers should they wish to do so and, therefore, I’m not in a position to take this issue up with Southern Water for you."

This was after I pointed out that Three charge 3p/min for 01, 02, 03 and mobile numbers, and 35p/min for calls to 0845.

Dead end! It seems the only way to resolve this would be to take it to court, and neither the consumer groups or Ofwat seem willing to do this.

Very odd.

OldGreyFox

cpwp wrote: »

The calls were ironically to PayPlan as I was trying to sort out my debts. 0844 number. I just assumed the calls would come out of my 1000 minutes. Sorry if I am naïve on this, but my previous plan just billed me for calls made. Normally I would use say no for an alternative but I was out and was trying to get something done asap. Lesson learnt, although I still think the name of the fund “safety buffer” is misleading. I will be having a moan on Tesco’s when I next go in there as that was not how that “safety buffer” was sold to me.

They clearly say that 084 calls are not included in inclusive minutes, you are only charged more than your tariff amount if you use things not included in your monthly allowance,as 084 calls. extra minutes, texts or data, calling or texting premium rate numbers, using your phone or tablet abroad, making international calls. They state clearly they will come out of your safety buffer.

OldGreyFox

oliverbrown wrote: »

CC Water said "I’m afraid that our understanding is that water companies can still use 0845 numbers should they wish to do so and, therefore, I’m not in a position to take this issue up with Southern Water for you."

This was after I pointed out that Three charge 3p/min for 01, 02, 03 and mobile numbers, and 35p/min for calls to 0845.

Dead end! It seems the only way to resolve this would be to take it to court, and neither the consumer groups or Ofwat seem willing to do this.

Very odd.

They have changed some of the 0845 numbers to 03 but not the customer service one for some reason.

https://www.southernwater.co.uk/do-it-online

An email to the CEO might do the trick matthew.wright<A>southernwater.co.uk

Ask him why they are apparently in breach of the Consumer Contracts Regulations which mean companies are no longer allowed to charge more than the basic rate for post-contract telephone calls.

Permitted number types are geographic rate, freephone numbers (when they become free from mobiles later this year), and; mobile telephone numbers. Geographic rate numbers are prefixed 01, 02 and 03.

Water companies are not exempt.

oliverbrown

OldGreyFox wrote: »

Permitted number types are geographic rate, freephone numbers (when they become free from mobiles later this year), and; mobile telephone numbers. Geographic rate numbers are prefixed 01, 02 and 03.

Water companies are not exempt.

I'm starting to wonder who is right here. Why have CC Water categorically stated to me water companies can use 0845 for billing enquiries? Aren't they supposed to know the law? What's the point of going to the CEO when a third party body who is supposed to support customer complaints is telling me I've got it all wrong?

They said: "We are not a legal organisation and, therefore, should you consider that Southern Water is acting unlawfully then I’d suggest that you consider taking legal advice as I’m afraid that neither ourselves nor Ofwat, the economic regulator, can pursue such action against the company."