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mjkidd
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Incorrect Roaming charges

Hi,

On a recent trip to Spain I purchased a travel pass (in itself a bit of an issue as automated system did not work and had to call CS). Whilst there I followed the instruction on website to check remaining data by sending an SMS to '23456' with 'STATUS' as message which is supposed to be free. On checking my bill I see seven SMS's to  00447958879890 charged at 5p each. These are clearly the 23456 SMS's so should not have been charged. Only a small amount to me but if this is multiplied over all your customers it becomes not insignificant.

Posting here to alert other users, will call CS tomorrow to discuss refund.

Mark

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mjkidd
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Message 2 of 10
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Re: Incorrect Roaming charges

Well that went well, got told the charges were correct and I had sent the texts to a normal UK mobile number, explained that the details to be told they know it a normal number and not related to 23456. Asked for a supervisor to take it further, got told none available and cut me off.

Google show http://www.whocalls.me.uk/phone/07958879890 which clearly shows its the virgin message centre - who can i escalate this with?

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Forum Team (Retired) Mat_H
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Message 3 of 10
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Re: Incorrect Roaming charges

Hi mjkdd,

 

Thanks for posting Smiley Happy

 

I'm sorry that you've had some trouble with the roaming messages. I want to get to the bottom of this for you.

 

I've sent you a PM detailing the next steps.

 

Thanks,

Mat


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1506moir
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Message 4 of 10
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Re: Incorrect Roaming charges

Hi, I've been stung for the same thing and tried to spk to the help desk only to be fobbed off as well. Can someone please help me getting these roaming charges back.

Thanks.

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Forum Team
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Message 5 of 10
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Re: Incorrect Roaming charges

Hi 1506moir,

 

Thanks for taking the time to post. I'm very sorry to hear you've got extra charges on your bill.

 

I've replied to your thread here.

 

Please respond to me on that to avoid confusion.

 

Thanks


Rich
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jlc1964
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Message 6 of 10
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Re: Incorrect Roaming charges

I've just returned from France and got exactly the same issue - seven texts to 00447958879890 for which I've been charged a penny each. I'm not even sure I texted 23456 that many times, but either way I shouldn't have been charged for a free service.

Thanks for posting this.

Please sort it out Virgin!

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Forum Team (Retired) BenD_H
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Message 7 of 10
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Re: Incorrect Roaming charges

Hi Jlc1964,

 

Welcome back into the Community, Ihope that you have had a good holiday.

 

My apologies for any discrepancy on the billing side. If you can please call our team on 789/ 0345 454 1111, our team will be more than happy in pointing this out and amending if needed.

 

Thank you.

Ben

 

 


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wilber_force
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Message 8 of 10
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Re: Incorrect Roaming charges

I'm glad I found this thread as my wife has just been to the USA for a few days and has had numerous texts (see below) sent against her number to this number.  Needless to say, no trace on her phone.

I'll be calling 789 about it as VM get enough from us, they aren't getting any more. 

13 May 14:33Roaming text00447958879890No1£0.30
13 May 14:33Roaming text00447958879890No1£0.30
13 May 14:31Roaming text00447958879890No1£0.30
11 May 00:01Roaming text00447958879890No1£0.30
10 May 18:00Roaming text00447958879890No1£0.30
10 May 17:58Roaming text00447958879890No1£0.30
10 May 13:20Roaming text00447958879890No1£0.30
10 May 09:57Roaming text00447958879890No1£0.30
10 May 09:57Roaming text00447958879890No1£0.30
09 May 23:28Roaming text00447958879890No1£0.30
09 May 23:28Roaming text00447958879890No1£0.30
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wilber_force
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Message 9 of 10
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Re: Incorrect Roaming charges

Update to this.

Spoke to Eugene on 789, whoever he is.

Whilst my wife was in the States, she used Whatsapp to send messages to me, and I guess others.  I was told that if she uses a third party app and linked to hotel wifi or similar, such as whatsapp, it still gets charged to the account, hence the 11 * 30p charged texts.  As it happens, that is not the case as I have found that the I actually got several texts from her that were sent directly from here phone to me without using whatsapp, and they were exactly an hour out between the time sent and the time I saw them on my phone, GMT/BST explains that I reckon.  

The number 00447958879890 I guess could be the redirect one that manages this type of activity, or at least that is my take on it, anyone want to offer any other explanation.

 

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DelWinter
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Message 10 of 10
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Re: Incorrect Roaming charges

Incorrect charges, 00447958879890, this number has caused over £20 worth of charges. In one instance 12 text messages at 30pence each all sent at exactly the same time, almost impossible and why would anyone do that? This is completely ridiculous, the number doesn't even exist. What on earth are Virgin doing?????
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