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Sargon1
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Challenging a phone call cost on a bill. How do I do it?

I made a long (1h 43 m)  home phone call to a friend's 07919 mobile number after 7 pm on a Monday. The charge was enough for my monthly VM email DD reminder to warn me. I've spent hours spinning round in circles on the VM website, but cannot reconcile any cost information for the call (it's contradictory in places) with their charge. I think it should be a lot less. An email reply to the VM monthly notification was rejected as "Inbox Full". I guess it's the Covid-19 situation. Any suggestions please as to what I can do?

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Emma_C
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Re: Challenging a phone call cost on a bill. How do I do it?

Hi Sargon1, 

Thanks for your post and welcome to our communitty. 


Sorry to hear that your bill is higher than normal due to a long call, I can appreciate your concerned at the charges. 

 

All our call charges can be found here, just scroll down to direct dialled call charges to find out more.

If you have any issues then let us know. 

 

Emma_C - Forum Team
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Sargon1
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Re: Challenging a phone call cost on a bill. How do I do it?

 Thanks Emma,

I'm really grateful for your team response so quickly.

The call was made on Monday 13/4/2020 at 19:02 to [removed] of £16.810 excl VAT for 1:43:00 hours.

My package is Talk More Evenings & Weekends.

I am told by the owner of the mobile phone I was calling that it is a EE phone.

By reference to p5 of your linked document, taking into account Notes 1 and 2 in the small print at the bottom of the page, I believe it should be costed at free for the first 60 minutes and thereafter at 5p per minute i.e. £2.15. 

I hope you will be able to continue to respond promptly. I appreciate the difficulties everybody is having at present.

 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

 

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Natalie_L
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Re: Challenging a phone call cost on a bill. How do I do it?

Thank you for your reply Sargon1.

 

From the details it looks like the time spent on the call was around 104 minutes.  

 

Inclusive landline minutes are only for the first 60 minutes of a call and then they become chargeable. 

Details of the call guidelines can be found in the link provided by Emma. 

 

I hope this has answered your query but please let me know if you have any further questions or concerns.

 

Thanks 

Nat
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Anonymous
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Message 5 of 19
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Re: Challenging a phone call cost on a bill. How do I do it?

Did you really just post someone else mobile number on the forum.
Sargon1
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Re: Challenging a phone call cost on a bill. How do I do it?

Aaach. I'm very new to this. Why did it let me? I though I needed to verity what class of 07 mobile number I was being charged for.
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Alex_RM
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Re: Challenging a phone call cost on a bill. How do I do it?

Hi Sargon1,

 

The call wouldn't automatically stop, you would need to hang up before the hour to avoid being charged.

 

Alex_Rm

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Sargon1
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Re: Challenging a phone call cost on a bill. How do I do it?

Thanks Natalie. This is from page 5 of the 34 page document you linked me to.Capture3.JPG

And this is from the bottom of the same page the footnotes 1,2 and 3. (sorry I couldn't get the photo to insert). There is no reference to point 3 in the above table box- if that is what you are referring to. I maintain that point 2 should be charged. Please give me the exact details of where it is mentioned. Thanks.

 

 

 

 

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Sargon1
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Re: Challenging a phone call cost on a bill. How do I do it?

Hi Alex, Thanks for your input. I think I understand what you say, but, that is not what is said on p5 footnote 2 of the charges document. It says I will pay 5ppm for all the minutes after the first 60. I would be happy to do that. It does not refer to footnote 3.
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Alex_RM
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Message 10 of 19
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Re: Challenging a phone call cost on a bill. How do I do it?

Hi Sargon1, 

 

It would advise this at the bottom of page 3.

 

Thanks,

 

Alex_Rm

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