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AustinGreen
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Customer Service Call

I was charged £29 to call customer service to ask 1 question, how do I get this money back, what is the refund process for the cost of this call? 

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spgray
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Re: Customer Service Call

what number did you call? as the advertised number to call virgin is not a premium number.

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AustinGreen
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Re: Customer Service Call

0345 454 1111

 [MOD EDIT: edited number, as previously advised premium number]

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Zak_M
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Re: Customer Service Call

Good Morning AustinGreen. 

 

Sorry to hear that you have had some issues there. 

 

Were you contacting us via your mobile phone? 

 

Kind regards,

Zak_M

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spgray
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Re: Customer Service Call

calling an 0345 number will cost

Calls to 0345 should first come out of your inclusive minutes – only once you’re exceeded this limit should you be expected to pay. This is, of course, only for those who have inclusive minutes in their tariff.
Calls to an 0345 UK-wide number from a landline phone for approximately one minute are 9p.
Calls to an 0345 UK-wide number from a mobile phone for approximately one minute are between 3p to 55p.
Calls to an 0345 UK-wide number from a UK payphone cost more.
Calls to an 0345 UK-wide number from abroad or when roaming in the UK with a mobile plan from abroad, cost more.

so, just how long were you on the call for it to cost £29?

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AustinGreen
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Re: Customer Service Call

I was yes

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AustinGreen
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Re: Customer Service Call

44minutes. I spent approximately 10 of those minutes talking to someone the rest on hold.

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AustinGreen
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Re: Customer Service Call

Also the moderators changed my response to what the number was, the number I was on the phone to was found with a quick google search of “virgin customer service” and the number that search gave me was 0 8 4 5  4 5 4  1 1 1 1 (o eight four five, four five four, one one one one) 

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Graham_A
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Re: Customer Service Call


@AustinGreen wrote:

44minutes. I spent approximately 10 of those minutes talking to someone the rest on hold.


That looks about right for the old 0845 number you used.

It would have been a lot less via the 0345 number.

People need to be cautious with Google searches as the info they throw up isn't always up-to-date.  Always best to check the company website for current contact details.  By the way, this is intended for general information for the community, not a dig at the op.

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spgray
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Re: Customer Service Call


@AustinGreen wrote:

Also the moderators changed my response to what the number was, the number I was on the phone to was found with a quick google search of “virgin customer service” and the number that search gave me was 0 8 4 5  4 5 4  1 1 1 1 (o eight four five, four five four, one one one one) 


you called the wrong number then.


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