25p alert text a day from Virgin Trains wont stop !

abc123456

At the beginning of December, I set up a "journeycheck" SMS alert for a particular train booking on that day with Virgin Trains.

A couple of days before the trip was that awful Storm Desmond and my trip for the 8th December was cancelled as the line was disrupted at Cumbria.

I received a text that morning to say the service was cancelled on the 8th December.

Since the 8th December, I have received a text at 8am every morning to say the same thing- the service on the 8th December is cancelled. These texts cost 25p per time, from 64950

I contacted Virgin Trains and they said they cannot stop the texts and for me to contact BT, my mobile service provider and get them to do it.

After waiting ages to speak to someone from BT, I was told that as these texts are sent out by a 3rd party, ie Virgin Trains, it is up to them to sort it out and stop them.

I contacted Virgin Trains and was told to send STOP ALL to 64950, however, that does not work as the text "fails to deliver".

In the three recent calls to Virgin Trains re this, I have been told that "technical support" have been informed, but still the texts keep coming in at 25p each.

Although, I have a £5 bill from these text messages so far...I know it is not much, but at the present rate, this will add £10 a month to my mobile bill if these texts keep coming.

There must be a way to force Virgin Trains to stop these premium rate messages?

Any advice appreciated. Thanks

Castle

According to this the service is free apart from the first message:-
https://www.journeycheck.com/virgintrains/aboutalerts


Is your phone able to block text messages from certain numbers?

Exile_geordie

Tweet them and post on their FB page and watch how quickly they'll sort out your problem. They hate bad press

wealdroam

As mentioned by Castle, they are not charging you.

From the Journeycheck faqs:

How much does it cost?

We do not charge you either directly or indirectly via messaging costs for the JourneyCheck Alerts service.

If you opt to have SMS messages, when you enter a mobile phone number, you will need to send a verification message to our system which will be chargeable by your mobile operator at your normal rates.

On that same FAQ page it says:

What if I no longer wish to use the service?

You can log in and then unsubscribe yourself via the remove me button at the bottom of the My Details page.

Have you seen these 25p charges on your phone bill?

abc123456

wealdroam wrote: »

As mentioned by Castle, they are not charging you.

From the Journeycheck faqs:

On that same FAQ page it says:

Have you seen these 25p charges on your phone bill?

I am being charged 25p a time, these being 64950 numbers and it appears on my phone bill.

The "My Details" page does not recognise my login, and if I input my email address into "Forgotten Password", nothing is ever received.

I have been through all these issues with Virgin Trains, and every time I am told they cannot be stopped and "Technical Support" is looking into it...but still the daily text keeps coming.

abc123456

Castle wrote: »

According to this the service is free apart from the first message:-
https://www.journeycheck.com/virgintrains/aboutalerts

Not free, I am being charged 25p a time as per my phon bill.

Is your phone able to block text messages from certain numbers?

I cant block or stop the messages.

abc123456

Exile_geordie wrote: »

Tweet them and post on their FB page and watch how quickly they'll sort out your problem. They hate bad press

I will try that tomorrow ! Thanks for that.

unholyangel

abc123456 wrote: »

I am being charged 25p a time, these being 64950 numbers and it appears on my phone bill.

The "My Details" page does not recognise my login, and if I input my email address into "Forgotten Password", nothing is ever received.

I have been through all these issues with Virgin Trains, and every time I am told they cannot be stopped and "Technical Support" is looking into it...but still the daily text keeps coming.

Have you told them you want reimbursed for the additional charges over and above their advertised charges?

Sounds like there has been a problem with the confirmation text.

I take it you have tried re-registering and it tells you the email address is already registered?

Have you put your complaint in writing to their freepost address?

wealdroam

numbercheck.org.uk

dj1471

wealdroam wrote: »

numbercheck.org.uk

That gives no info and isn't an official site. The premium rate regulator has operator info for the number in question, can't link directly but search on https://www.phonepayplus.org.uk.

The number is operated by National Rail, contact number 0800 022 3720.

wealdroam

dj1471 wrote: »

wealdroam wrote: »

numbercheck.org.uk

That gives no info and isn't an official site.

Correct.
The first full sentence on that page is:

If you have received SMS text messages from the shortcode 64950 and would like to make a complaint, please submit your details below and we will get back to you as soon as possible to help you resolve you issue.

Perhaps I should've been more fulsome in my earlier response, but I felt sure most people would've been able to work out why I posted that link. I was wrong.