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  • FIRST POST
    • Feral Moon
    • By Feral Moon 9th Jan 19, 3:25 AM
    • 2,877Posts
    • 4,519Thanks
    Feral Moon
    40 phone call to DWP
    • #1
    • 9th Jan 19, 3:25 AM
    40 phone call to DWP 9th Jan 19 at 3:25 AM
    I had to call DWP a few weeks ago to change bank details and was on hold for an hour or so before getting through. I've just received my mobile phone bill and I've been charged over 40 for this single phone call

    Is there anything I can do to claim this back from DWP? I can't afford to pay this amount and struggling to believe they can even charge so much!
Page 1
    • PersianCatLady
    • By PersianCatLady 9th Jan 19, 4:16 AM
    • 614 Posts
    • 600 Thanks
    PersianCatLady
    • #2
    • 9th Jan 19, 4:16 AM
    • #2
    • 9th Jan 19, 4:16 AM
    What was the phone number that you called?

    Were you expecting the phone call to be free of charge or to come out of your inclusive minutes?

    This link has a guide to the cost of calling various phone numbers:
    https://www.gov.uk/call-charges

    This link shows how various mobile networks charge for calls to 0345 numbers:
    https://www.0345number.com/
    Last edited by PersianCatLady; 09-01-2019 at 4:20 AM.
    • BoGoF
    • By BoGoF 9th Jan 19, 6:11 AM
    • 4,013 Posts
    • 3,514 Thanks
    BoGoF
    • #3
    • 9th Jan 19, 6:11 AM
    • #3
    • 9th Jan 19, 6:11 AM
    I believe DWP have 0800 numbers, which shoukd be free.

    I hope you haven't used one of those 3rd party call forwarding services......
    • poppy12345
    • By poppy12345 9th Jan 19, 6:30 AM
    • 4,728 Posts
    • 4,427 Thanks
    poppy12345
    • #4
    • 9th Jan 19, 6:30 AM
    • #4
    • 9th Jan 19, 6:30 AM
    I believe DWP have 0800 numbers, which shoukd be free.

    I hope you haven't used one of those 3rd party call forwarding services......
    Originally posted by BoGoF
    That's correct, if the right number is used then it's free because of 0800 number.



    OP what number did you ring?
    • poppy12345
    • By poppy12345 9th Jan 19, 6:46 AM
    • 4,728 Posts
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    poppy12345
    • #5
    • 9th Jan 19, 6:46 AM
    • #5
    • 9th Jan 19, 6:46 AM
    https://www.gov.uk/government/news/final-dwp-customer-telephone-lines-become-free



    https://www.gov.uk/contact-jobcentre-plus/existing-benefit-claims
    • deannatrois
    • By deannatrois 9th Jan 19, 7:25 AM
    • 5,912 Posts
    • 8,297 Thanks
    deannatrois
    • #6
    • 9th Jan 19, 7:25 AM
    • #6
    • 9th Jan 19, 7:25 AM
    Even when u call the 0345 numbers still at the top of older letters, you get told to call an 0800 number before being cut off. There should be no charge for that brief call even.
    • MarkN88
    • By MarkN88 9th Jan 19, 9:44 AM
    • 533 Posts
    • 273 Thanks
    MarkN88
    • #7
    • 9th Jan 19, 9:44 AM
    • #7
    • 9th Jan 19, 9:44 AM
    Your definitely are not going to get DWP to cough up the cost of the phone call otherwise everyone would be at it and that’s the point of the free phone numbers.

    Lesson learnt for next time.
    • pmduk
    • By pmduk 9th Jan 19, 10:07 AM
    • 10,124 Posts
    • 7,742 Thanks
    pmduk
    • #8
    • 9th Jan 19, 10:07 AM
    • #8
    • 9th Jan 19, 10:07 AM
    I hope you haven't used one of those 3rd party call forwarding services......
    Originally posted by BoGoF
    I'm pretty certain this will be what has happened.
    • Feral Moon
    • By Feral Moon 10th Jan 19, 2:13 PM
    • 2,877 Posts
    • 4,519 Thanks
    Feral Moon
    • #9
    • 10th Jan 19, 2:13 PM
    • #9
    • 10th Jan 19, 2:13 PM
    It was 08435060359 and I'm sure one of the DWP operators gave it to me as I had it scribbled down on a piece of paper with other related notes on it.
    • poppy12345
    • By poppy12345 10th Jan 19, 2:24 PM
    • 4,728 Posts
    • 4,427 Thanks
    poppy12345
    It was 08435060359 and I'm sure one of the DWP operators gave it to me as I had it scribbled down on a piece of paper with other related notes on it.
    Originally posted by Feral Moon
    It may have been the correct number before they became free but as you've found out it's not free. You should always check with your mobile phone company before ringing those sort of numbers anyway because they aren't always free. Unfortunately, you won't be able to claim back the cost of that call but remember for the next time you need to ring. All DWP number now start with 0800 and are free.
    • Icequeen99
    • By Icequeen99 10th Jan 19, 3:19 PM
    • 3,631 Posts
    • 2,449 Thanks
    Icequeen99
    It was 08435060359 and I'm sure one of the DWP operators gave it to me as I had it scribbled down on a piece of paper with other related notes on it.
    Originally posted by Feral Moon
    DWP won't have given you that number.

    That is a private company who provide numbers on a website to reach Government departments, it is a call divert service that they use to make money

    https://contactnumberuk.net/esa/

    IQ
    • TELLIT01
    • By TELLIT01 10th Jan 19, 6:02 PM
    • 6,121 Posts
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    TELLIT01
    There is nothing in the main body of the site to indicate there is a charge. In fact, in the main body is states "Calls are charged at local rate or free..." Only in the side bar does is say calls are charged at 7 p per minute plus access charge. Nowhere on the site can I see anything detailing the access charge. Even at that price though the OP would have to be on the phone for nearly 7 hours at 7p per minute.


    • Feral Moon
    • By Feral Moon 10th Jan 19, 6:17 PM
    • 2,877 Posts
    • 4,519 Thanks
    Feral Moon
    There is nothing in the main body of the site to indicate there is a charge. In fact, in the main body is states "Calls are charged at local rate or free..." Only in the side bar does is say calls are charged at 7 p per minute plus access charge. Nowhere on the site can I see anything detailing the access charge. Even at that price though the OP would have to be on the phone for nearly 7 hours at 7p per minute.


    Originally posted by TELLIT01
    I was on the phone over an hour, maybe 1hr 20mins.
    • TELLIT01
    • By TELLIT01 10th Jan 19, 8:05 PM
    • 6,121 Posts
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    TELLIT01
    I should actually have said nearly 10 hours if the only charge was 7p per minute. The rest must have been the 'access charge'. Something needs to be done about these con artists ripping unsuspecting people off. The site looks very professional and it's easy to assume it's an official site.
    People claiming sickness benefits are often at a pretty low ebb anyway, particularly if they have been trying to get through for ages. These scum are just preying on them.
    • flower77g
    • By flower77g 10th Jan 19, 9:15 PM
    • 92 Posts
    • 44 Thanks
    flower77g
    Would the Phone Paid Services Authority help?


    https://psauthority.org.uk/news/blogs/2018/september/what-to-do-if-you-re-seeking-a-refund-for-an-unexpected-charge-on-your-phone-bill
    • PersianCatLady
    • By PersianCatLady 11th Jan 19, 1:59 AM
    • 614 Posts
    • 600 Thanks
    PersianCatLady
    It was 08435060359 and I'm sure one of the DWP operators gave it to me as I had it scribbled down on a piece of paper with other related notes on it.
    Originally posted by Feral Moon
    From what I can gathetr from a two minute Google search 0843 5060359 is not an official DWP phone number but some sort of third party call-forwarding service that claims that "you’ll get put through straight away – no queueing or waiting".

    There is only one reason for a company to promote their version of the ESA phone number and that is to make money so they charge you.

    "Lines are open Monday to Friday 8am – 6pm. Calls are charged at local rate or free depending on whether you call from a mobile or landline and which number you call"

    Link for dodgy call-forwarding phone numbers:
    https://contactnumberuk.net/esa/

    This link is about the costs of calling a 0843 phone number:
    https://www.area-codes.org.uk/0843-numbers.php

    Basically a call to an 0843 number is charged in two ways:

    Firstly there is an ACCESS CHARGE which varies from around 13p per minute on landlines to up to 58p per minute from mobiles.

    Secondly there is a service charge of up to 7p per minute, 7p per call or a combination of both.

    Cost of 60 minute call =
    Access Charge @ 58p a minute = 34.00
    Service Charge @ 7p a minute = 4.20

    TOTAL COST 38.20 (Plus of course any additional overall service charge)
    Last edited by PersianCatLady; 11-01-2019 at 2:15 AM. Reason: Added explanation of cost of 0843 call
    • PersianCatLady
    • By PersianCatLady 11th Jan 19, 2:15 AM
    • 614 Posts
    • 600 Thanks
    PersianCatLady
    I was on the phone over an hour, maybe 1hr 20mins.
    Originally posted by Feral Moon
    If you look at my calculation above, I worked out calling that number for 60 minutes coukd cost up to 38.20.

    If you were on the phone for 80 minutes then using the same figures would cost 50.90.

    Sorry you were scammed by this awful con.
    • pmduk
    • By pmduk 11th Jan 19, 12:47 PM
    • 10,124 Posts
    • 7,742 Thanks
    pmduk
    Nowadays, the only numbers beginning 08 that should be used are 0800 or 0808, the rest cost you an arm and a leg. Be very careful about using internet search engines to find phone numbers, it can cost you dearly.
    Last edited by pmduk; 13-01-2019 at 5:54 PM. Reason: added 0808 numbers which are also free. Thanks to Ian011 for pointing this out.
    • Ian011
    • By Ian011 11th Jan 19, 8:45 PM
    • 2,191 Posts
    • 1,338 Thanks
    Ian011
    DWP has never used premium rate 0843 or 0844 numbers. Any such number found online is a scam.


    For all benefits other than Universal Credit, DWP has had freephone 0800 numbers for "new claims" lines since about 2010. From 2010 to July 2015, DWP paid a large sum of money to the mobile phone providers such that calls to those DWP 0800 numbers were also free-to-caller from mobile phones. Nowadays, all 0800 and 0808 numbers are free-to-caller from landlines and mobiles.

    For all benefits other than Universal Credit, phone lines for "existing claims" were originally on premium rate 0845 numbers. After a long period of campaigning resulting in a government-wide change of guidance from the Cabinet Office in December 2013, DWP changed to cheaper 0345 numbers on 17 March 2014. DWP further reviewed their policy and then changed again in December 2017, this time to free-to-caller 0800 numbers.

    Universal Credit was slightly different. The helpline for existing UC claims had always been an 0345 number and changed in December 2017 to an 0800 number. Originally, there was no telephone line for enquiries about new UC claims because all new UC claims must be made online. In December 2017, DWP introduced a free-to-caller 0800 number for enquiries about new UC claims.


    The premium rate 0843 number is a scam, and (after 16 January 2019) it can be reported to PSA for investigation. That's the date when all Call Connection Services, irrespective of price or prefix, come under PSA control.

    Contact the connection service provider and demand a refund citing their declaration of incorrect call charges.

    See also:
    https://forums.moneysavingexpert.com/showthread.php?t=5639282
    Last edited by Ian011; 12-01-2019 at 2:00 PM.
    • PersianCatLady
    • By PersianCatLady 12th Jan 19, 1:21 AM
    • 614 Posts
    • 600 Thanks
    PersianCatLady
    Nowadays, the only numbers beginning 08 that should be used are 0800, the rest cost you an arm and a leg. Be very careful about using internet search engines to find phone numbers, it can cost you dearly.
    Originally posted by pmduk
    As my calculation above shows!!
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