Sorry to hear you've incurred a charge to 123. I've issued a refund for the call charge for you to get that back to you as soon as possible.
I echo your frustrations regarding this happening and will make sure to pass feedback on to the relevant people.
I hope this helps.
I've discussed it with a colleague and have been advised that we unfortunately can't raise it if it didn't happen on a job we raised. However, you can report it directly to Openreach (I've had a look over the form and it sounds like it'd fit in the "I'm not happy with an Openreach employee or someone working on your behalf" issue reason on their complaint form)
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Harry Beesley Plusnet Infrastructure Operations Professional