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Call not recognized - Please investigate

maggieb39
Dabbler
Posts: 15
Registered: 15-07-2011

Call not recognized - Please investigate

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
22 REPLIES
Community Veteran
Posts: 3,380
Thanks: 2
Registered: 18-01-2013

Re: Call not recognized - Please investigate

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.
alanf
Aspiring Pro
Posts: 1,931
Thanks: 77
Fixes: 1
Registered: 17-10-2007

Re: Call not recognized - Please investigate

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.
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Call not recognized - Please investigate

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
Community Veteran
Posts: 6,307
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Call not recognized - Please investigate

^ Well spotted sir. ^
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
maggieb39
Dabbler
Posts: 15
Registered: 15-07-2011

Re: Call not recognized - Please investigate

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 .
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Call not recognized - Please investigate

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
Community Veteran
Posts: 6,307
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: Call not recognized - Please investigate

Presumably that would show as part of the call duration of the 118120 call.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
maggieb39
Dabbler
Posts: 15
Registered: 15-07-2011

Re: Call not recognized - Please investigate

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
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Call not recognized - Please investigate

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
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: Call not recognized - Please investigate

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.
Community Veteran
Posts: 6,340
Thanks: 481
Fixes: 44
Registered: 30-07-2007

Re: Call not recognized - Please investigate

Slight problem there Ben, there isn't a dq130 on the Specialised call tariff list http://www.plus.net/home-broadband/tariffs/
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: Call not recognized - Please investigate

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?
Superuser
Superuser
Posts: 10,154
Thanks: 1,683
Fixes: 19
Registered: 22-08-2007

Re: Call not recognized - Please investigate

Ouch - the cost of directory enquiries - dq141 - you'd need a mortgage!
Use BT Directory service on the internet...  Crazy
Community Veteran
Posts: 2,106
Registered: 06-02-2008

Re: Call not recognized - Please investigate

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*