Charged for replying by text to VM support Survey

What number was the text message "from"? And what number did you reply to?

Both - I certainly won't be answering their surveys again. It stated the name of the "support" person that had dealt with my call so assumed it was from VM. Lesson learnt!

I had the same problem today with the same number mentioned above, and on an O2 mobile (who are supposed to be partners with VM). Fortunately I was warned before sending the text that there would be a charge, so cancelled it. I was actually going to give a positive response as well!

I think VM need to be aware of this and rectify it, otherwise they can expect to receive even fewer responses to their surveys.

Hello @CYD and @brulleks, I have just (31st July) had option to give my feedback re a call to VM.

At the foot of their text it says "All messages are free. Reply STOP to opt out".  Did yours say the same?

It's a good job I found this thread because I was gonna do the survey.  However if VM are making money about us giving them feedback, they can get lost.

45RPM 

You have a short time after posting to edit your posts, negating the need to send multiple short replies/corrections.

It's unlikely that VM would get any revenue from these SMS, but whichever wholesale operator hosts the shortcode, could well be.

Editing posts - click the drop-down list in the top-right of a message, and "edit" is one of those... (you won't see "move message")

Costs of replying to message - I've not checked the exact wording of the regulations recently, but IIRC approximate costs need to be mentioned. There will always be an element of actual costs depending on the network/plan of the user replying, much like that with 084/087 numbers.

The only way that they can guarantee messages being "free" is by using a standard mobile number and thus rely on them being "inclusive" in bundles.

Thankfully I am with tesco which flagged up there would be a charge . didnt bother !

I responded to a VM text survey the other week, just received my latest mobile bill and I have been charged. Looking back at the original text from VM, at the bottom it actually says all replies are free. Certainly won’t be responding to any more they send out to me in future.

Update re charged for answering VM text message survey.  I completed online complaint form, the reply I got ignored my actual complaint about charge but went on about the reason I had first called VM support.  Was advised I must do an online chat to sort out the issue.  I tried this, took an hour of online chatting at which point I said I had to leave as had an appointment.  Had no response and was left waiting to see if they had sorted out issue.  No communication for a couple of days so I replied to the email from "resolutions" expressing my total dissatisfaction with all their so called support and the fact they have ignored my complaint about being charged for completing survey.  Totally out the blue got a phone call few days later from complaints dept. Told me my issue was in fact not an issue and what I was advised to do by them to do did not need to be done as it was automatic.  Then asked about the charge and she immediately gave me £10.00 goodwill gesture.  So having wasted over 2 hours of my time I feel slightly satisfied I got something back - although would rather have avoided the whole situation.