My contract includes "Talk More Evenings and Weekends" which I believe should allow free calls after 6pm. This has worked for since we have had the home phone service but in January we were randomly charged for two calls to a UK landline number that we regularly call without charge.
The calls were made after 6pm and each lasted around 30 minutes. I raised a complaint with the customer services team clearly explaining the issue and received a very poorly written response saying that the calls had been investigated and were chargeable.
The calls were placed by my wife to her mother. They talk most evenings and she assures me that the calls were less than an hour so I cannot understand why these two particular calls were charged for when literally hundreds of others to the same number were not.
It seems a very simple matter but the customer service response did not include any explanation and I really do not want to waste ages queuing to speak to them to sort this out. There is not option to respond to the "findings" by email which seems appalling.
What is the best way to resolve this without wasting hours of my time?