The number assigned to my address rings so appears to be active
Ive been reading the back story to this mess for the last few days. The calls are detailed:
In which case that sounds like you might have a crossed line (or lines) on your number/line or some other kind of billing error/fault.
If the VM tech identified a fault, then VM should be refunding you. Some further technical investigation is required to remedy the cause of the problem.
Phantom call charges do crop up on here regularly (averages about 3 topics per month) so it is not unfamiliar to VM.
If you are paying for a VM landline as part of your package, then I would suggest making sure that the landline is connected and working properly (even if you make no use of it) and you occasionally make/receive a test call on the line every so often to ensure it is working correctly.
It is often the case in phantom call topics on here that the customer does not use the line or doesn't have a phone connected or the line has not worked for a long period of time. In those circumstances, the customer will have no idea when/if a fault is present which might start generating the phantom call charges.
As you have discovered, VM's policy is that the customer is 'guilty until proven innocent' in regards to who is responsible for the calls and paying for the charges.
Hope you can get the fault fixed and the charges refunded.
Yes its pretty well established from the responses here and my experience with the complaints team that there is shocking lack of understanding and communication from the teams and between the teams. Do each of them work for sub contractors or each have their own separate business units with no oversight/overreach from heads of depts? Why wouldn't faults have RCAs and investigations and the company have a quality system in place to ensure no future issues? Why would there not be a notification on my profile that this is an outstanding problem and to respond as appropriate? I know why and you have said it: they think the customer is to blame. That is why 'one off credit' was stated with no explanation: they still think its me. And they still think its me even after an engineer investigated and told me what the issue was and has reported this back to HQ! I cant express how appalling this is.
Ill be submitting a claim for compensation
Hi, MollyisMoon.
Thanks for all the replies on the public thread and for sharing your concerns.
I have already messaged you in regard to all the above and I'm happy to discuss things further once we complete our initial checks, please get back to me and we're eager to address all your above matters raised. 🙂
