Call not recognized - Please investigate

[#1]

Hi,
I have a charge on my latest bill (covering the period 1310 until 1211) which I do not recognize.
The charge refers to a phone call (the dialled number is 118120) costing over 19 pounds for just seven minutes. The plusnet bill shows that the phone call has been made on the 30th of September 2013.
Why is a call supposedly made in September call only appear now when the period bill is completely different?
I would be grateful if you could investigate this please as I am worried this may a system error at plusnet and I am being overcharged because of this. The call centre  was not much help.
Regards,

Username: maggieb39

[#2]

118120 is Virgin Media Directory enquiries and it appears the average call is around 5 minutes to them (from bits I've found on the internet).
Directory enquiry calls on 118 *** numbers appear to be very costly and I suspect the £19 for your seven minutes is on par with some of the other charges I've seen people complaining about on forums.
I'm sure one of the Staff will be along in the morning to verify the finer points.

[#3]

Plusnet add charges to the bill when the call information is uploaded by its wholesale supplier. If those uploads are delayed then the cost of calls will appear on a monthly bill later than the one in which the call was actually made.

[#4]

A check would indicate that you may have been overcharged
From http://www.bt.com/pricing/current/Call_Charges_boo/1634_d0e5.htm#1634-d0e5 Calls to 118120 are charge band dq47 and from http://www.plus.net/home-broadband/tariffs/ they are charged at set up fee of 56.17p plus 89.87p per minute
So for 7 minutes the cost should have been £6.56p

[#5]

^ Well spotted sir. ^

[#6]

Ok thanks, if that is the case can plusnet investigate and reduce the charge?
Call centre never mentioned any of this which is disappointing.
I do have home phone with plusnet .

[#7]

The other thing which might be part of it is that if you asked the Virgin Directory Enquiries to make the call for you that will cost an arm and a leg

[#8]

Presumably that would show as part of the call duration of the 118120 call.

[#9]

Thanks I am hoping that one of the plusnet staff on here will raise an enquiry over the charge applied to the call which appears excessive.
I'd be grateful if I ticket could be raised.
Thanks

[#10]

I suggest that you raise a ticket yourself asking for clarification - this is the correct place https://www.plus.net/wizard/?p=wizard&page=22236&wizard_id=38

[#11]

This call came in classed as Directory Enquiry 118 - dq130, it was received on the 11th October and was processed on the 17th October, even though it was made on the 30th September. In line with Ofcom guidelines, we can bill for calls up to 4 months after they are made.

[#12]

Slight problem there Ben, there isn't a dq130 on the Specialised call tariff list http://www.plus.net/home-broadband/tariffs/

[#13]

I've posted in other threads with the relevant section from our Ts & Cs which states that this can happen from time to time. I've got another dq rate to update which should be done this week (I'll post details when I have them) and I'll get the website updated to include dq130 at the same time. Are there any others that we've missed?

[#14]

Ouch - the cost of directory enquiries - dq141 - you'd need a mortgage!
Use BT Directory service on the internet... 

[#15]

I'm seeing a general decline in 118xxx usage so people are tending away from it - although (anecdotally) I'm seeing less advertising around for them too - I wonder if tv adverts start getting mroe expensive at this time of year? *shrugs*