Are virtual phone numbers used to scam?

Sparrow121

Partner recently googled for local tv repairers and called a 'local' area number. Advised there was a £99 call out fee and any repairs would be deducted from the call out fee. Chap turns up to pick up tv only to find he is taking it down to London (we are in midlands). He had come from another job about 20 miles away so hadn't come all the way to us specially. Had presumed local area number meant local business and feel deliberately misled. Felt if we let tv disappear to London would be held over barrel for any 'additional' charges and would potentially not see TV again. Pick up guy admitted his boss 'deliberately' hides his location. Company now advising want call out fee or will send account to debt recovery firm. Do we have any rights on this? Is it legal to deliberately advertise as local business when it is not? Having looked into this since it seems to be coming common to rent virtual numbers that hide the fact the business is not local. Any advice on our rights would be appreciated.

dj1471

To answer your first question, yes virtual numbers are often but not always used to mislead about location or to make identifying the owner more difficult.

If they didn't inform you of the callout charge before visiting (either in the ad or on the phone) you are under no obligation to pay it.

ARandomMiser

I don't see the difference in this or any other company that may use a local or 0845 type number - they could be anywhere including overseas. Or, the use of PO Box numbers or addresses of convenience used by many businesses (and sometimes by cowboys).

I really don't think that you have reason to complain here. Whether or not you trust the person to take your TV away is up to you but, from your post, it sounds like you were aware of the call out charge. Probably not what you want to hear, but if they called out you owe them the money (or maybe try to negotiate a lower rate since the engineer was in the area).

agrinnall

dj1471 wrote: »

If they didn't inform you of the callout charge before visiting (either in the ad or on the phone) you are under no obligation to pay it.

I think it's pretty clear from the OP that the callout charge was advised in advance, and as the call out took place I can't see any reason why it can now be avoided.

dj1471

agrinnall wrote: »

I think it's pretty clear from the OP that the callout charge was advised in advance, and as the call out took place I can't see any reason why it can now be avoided.

I don't think that's clear at all, the OP hasn't said either way.

Personally I don't blame them for refusing to hand over a high value item to an outfit that had already tried to mislead them. I wouldn't be paying the callout charge, previously advertised or not.

lovinituk

dj1471 wrote: »

I don't think that's clear at all, the OP hasn't said either way.

Have you read the second sentence in the OP?! "Advised there was a £99 call out fee..."

dj1471

lovinituk wrote: »

Have you read the second sentence in the OP?! "Advised there was a £99 call out fee..."

Missed that, half asleep when I first read it Fair enough.

I still wouldn't pay it having been given reason to question their trustworthiness.

usefulmale

Debt recovery firm can't do anything unless the company take you to court first. Don't let that threat scare you.

pappa_golf

most "local" companies are proud to be your local supplier and inc an address and postcode .


cant be a very prominent local company and not have a showroom/shop

Sparrow121

Thanks for all your responses. Was just annoyed partner didn't check this out more thoroughly before agreeing. He was definitely informed there was a call out fee just not that it would be travelling 100 miles away. Lesson learned that local number doesn't necessarily mean local firm and glad TV currently not far away and potentially held ransom to high repair fee or not have it returned. I think possibly the right thing would be to see if a lower payment can be negotiated. If not I do think there was a level of deception deliberately employed and would be reluctant to deal with them further especially as debt recovery already being threatened. Sounds unsurprisingly like a common problem they have.

unholyangel

Sparrow121 wrote: »

Thanks for all your responses. Was just annoyed partner didn't check this out more thoroughly before agreeing. He was definitely informed there was a call out fee just not that it would be travelling 100 miles away. Lesson learned that local number doesn't necessarily mean local firm and glad TV currently not far away and potentially held ransom to high repair fee or not have it returned. I think possibly the right thing would be to see if a lower payment can be negotiated. If not I do think there was a level of deception deliberately employed and would be reluctant to deal with them further especially as debt recovery already being threatened. Sounds unsurprisingly like a common problem they have.

If they haven't complied with the CCRs, then you don't owe them a penny.

Under the CCRs, they legally need to provide you with certain information in a durable medium before provision of the service begins. The list of information they need to give can be found here:
http://www.legislation.gov.uk/uksi/2013/3134/schedule/2/made

And you'll notice:

(c)the geographical address at which the trader is established and, where available, the trader’s telephone number, fax number and e-mail address, to enable the consumer to contact the trader quickly and communicate efficiently;

(l)where a right to cancel exists, the conditions, time limit and procedures for exercising that right in accordance with regulations 27 to 38;

(n)that, if the consumer exercises the right to cancel after having made a request in accordance with regulation 36(1), the consumer is to be liable to pay the trader reasonable costs in accordance with regulation 36(4);

Confirmation of distance contracts

16.—(1) In the case of a distance contract the trader must give the consumer confirmation of the contract on a durable medium.

(2) The confirmation must include all the information referred to in Schedule 2 unless the trader has already provided that information to the consumer on a durable medium prior to the conclusion of the distance contract.

(4) The confirmation must be provided within a reasonable time after the conclusion of the contract, but in any event—

(a)not later than the time of delivery of any goods supplied under the contract, and

(b)before performance begins of any service supplied under the contract.