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lkhere
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International roaming charges

 

Please be advised I’d like to complain about being roaming charges whilst traveling in China between 1-10th November. I do not understand that I was charged £1 for receiving a call & £2 for “voicemail” on calls I did not pick up call nor was any voicemail left. This has incurred £39 worth of unfair charges which I think should be refunded

See below the level of spam calls received during my trip, luckily I rejected 7 further calls during this period otherwise I would have been charged another £21

2/11/15

  • +447778 885550 (call rejected) 18.10
  • +447778 885550 14.28 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left

3/11/15

  • +447778 885550 (call rejected) 12.21
  • +441497 870103 (call rejected) 14.41

4/11/15

  • +353 21 486 8700 15.06 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +353 21 486 8700 19.53 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +447778 885550 (call rejected) 16.15

5/11/15

  • +44161 8315890 (call rejected) 13.10
  • Private number 13.37 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +441269 839047 16.40 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left

6/11/15

  • +441375 351327 09.44 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +353 21 486 8700 11.24 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +4420 5898 8522 13.12 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left

9/11/15

  • +4420 5898 8522 (call rejected) 15.11
  • +4420 5898 8522 17.54 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +441304 600081 18.37 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left

10/11/15

  • +44161 8315890 12.06 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +44161 8149267 (call rejected) 14.39
  • +4420 31988107 15.59 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left
  • +441269 839047 16.48 Charged £1 for receiving call & £2 for “voicemail” – did not pick call nor was any voicemail left

Total charges £39 for someone calling me without pickup call & leaving no voice messages.

This is not the 1st time this has happened either, as I had similar experience last October again when I traveled to China. I did complain about this via email but I never received any replies from your customer services. I was too busy to chase up and number of calls were lower last time.

However, this is clearly not acceptable as I traveling to China frequently and should not be being charged for a service I am simply not using. Therefore I expect full refund on these charges.

Has anyone else experienced this problem of charges like this?

What can been done in future not to receive these type of charges when traveling?

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Forum Team (Retired) Mat_H
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Message 2 of 6
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Re: Internationak roaming charges

Hi Lkhere,

 

Welcome to the forums Smiley Happy

 

I'm really sorry to see that you've been charged while roaming. I want to clear this up for you.

 

If your voicemail is enabled on your phone while roaming, if a call diverts to voicemail, you will be charged as if you'd picked the phone up. This will be why you've been charged for voicemail.

 

Please let me know if you have any follow up queries relating to this.

 

Thanks,

Mat
 


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lkhere
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Message 3 of 6
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Re: Internationak roaming charges

To be honest I don't think that is acceptable as I always have roaming switched off when travelling internationally. The fact I'm not even being left any Voice-mails yet charged £2 for the privilege is disgraceful and that doesn't answer why I'm being charged £1 per go for a call received in which I never answer.

£39 for call I never pick up is unacceptable and basically means I can never take my mobile abroad if these are the ridiculous charges being levied for services not even being used. 

I do not want this happening ever time I travel and I certainly don't want to be £39 out of pocket for something I didn't use - I would like a refund to be honest and also instructions how not to incur these charges again?

I will also advise I have been with Virgin mobile 8 years and it's only in the last year that this has become an issue despite traveling yearly to Asia, therefore something has changed on your service. So I think it needs to be addressed

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lkhere
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Message 4 of 6
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Re: International roaming charges

I do hope this is not going to get ignored like last time, as £3 per time for a call not answered with no voicemail either is not acceptable. If this is going to be the case every time I travel looks like I will be reviewing using Virgin as a provider when contract is up in early 2016

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lkhere
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Message 5 of 6
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Re: International roaming charges

Does anyone know how to stop this happening? As I ended up not actually taking my phone on recent 2 week trip to Asia as didn't want to be hit by such an excessive bill for spam call.

This is not ideal, there must be some way of stopping being charged for spam calls (not answered) when abroad? how can you switch voicemail off for example?

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Superuser
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Message 6 of 6
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Re: International roaming charges

Hi Ikhere,

 

you can call the team on 789 and ask them to turn off your voicemail.

Or you can do so yourself by logging into your account > click on  the "Plan and device" tab.

Go to "Manage my services" > turn Voicemail OFF

 

 

AlexKid :-)

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