Usage charges to my own mobile

[MgtBob]

My 81 year old Mum has been charged the following for two calls to a mobile number, her own:

Sat 02 Dec 15:33 MOBILE xxxx 120:00 £12.00
Sat 02 Dec 17:33 MOBILE xxxx 170:00 £22.00

She had misplaced her mobile, rung it from her landline to try and find it and then it appears that she has answered it and then left the call open for 4 hours 50 minutes.

This was clearly unintentional, so what is the best way she can go about having these charges refunded? The mobile number is listed on her Virgin account details, so it shows that it is her own mobile number.

[Steven_L]

Hey MgtBob,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that your mum is having with her mobile call charges, is your mum with Virgin Mobile or O2?

If she is with O2 now, she would need to get in touch with the O2 team using the methods here and they will be happy to look further into this for you.

Kind Regards,

Steven_L

[MgtBob]

Hi.

The charges are for calling from her Virgin landline phone to her mobile number.

Thanks

David

[Steven_L]

Thanks for coming back to me MgtBob, sorry I misunderstood your post.  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L