Charged for replying by text to VM support Survey

[CYD]

Just a warning to others - yes it will depend on your mobile provider I guess - I reluctantly responded to a text message survey having contacted VM support as I don't believe they take any notice of responses, but I was very angry at the lack of support I had received so decided to reply.  I have now been charged 12p per text message reply I sent to VM and there were 9 replies.  I am with "three", yes there was a warning I may be charged but with all other times with other companies there has not been a charge to the customer.  I certainly won't respond again.

[45RPM]

It's a good job I found this thread because I was gonna do the survey.  However if VM are making money about us giving them feedback, they can get lost.

[45RPM]

It's a good job I found this thread because I was gonna do the survey.  However if VM are making money from us giving them feedback, they can get lost.

[japitts]

@45RPM 

You have a short time after posting to edit your posts, negating the need to send multiple short replies/corrections.

It's unlikely that VM would get any revenue from these SMS, but whichever wholesale operator hosts the shortcode, could well be.

[45RPM]

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@japitts wrote:

You have a short time after posting to edit your posts, negating the need to send multiple short replies/corrections.

That seems to be a useful feature; how does one do that?

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@japitts wrote:

It's unlikely that VM would get any revenue from these SMS, but whichever wholesale operator hosts the shortcode, could well be.

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Ok, fair comment. However, we customers should not have to pay (to whoever) to complete VM's surveys.

Also, I'm keen to get an answer to my earlier question; namely "At the foot of their text it says "All messages are free".  So does that mean my completion of the said survey is indeed without cost @japitts do you know ?????

[japitts]

Editing posts - click the drop-down list in the top-right of a message, and "edit" is one of those... (you won't see "move message")

Costs of replying to message - I've not checked the exact wording of the regulations recently, but IIRC approximate costs need to be mentioned. There will always be an element of actual costs depending on the network/plan of the user replying, much like that with 084/087 numbers.

The only way that they can guarantee messages being "free" is by using a standard mobile number and thus rely on them being "inclusive" in bundles.

[japitts]

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@Highway wrote:

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@japitts wrote:

It's unlikely that VM would get any revenue from these SMS, but whichever wholesale operator hosts the shortcode, could well be.

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Err, no! Unless the third party operator has some backdoor insight into VM’s operations (and frankly why would VM allow that for free), then, no, VM are absolutely receiving a (small) proportion of that money!

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It's impossible to be 100% sure either way, but generally speaking revenue is only shared with third parties where premium-rate SMS are concerned.

There's been no suggestion in this thread that charges are in the magnitude of "premium-rate".

[CYD]

Mine warned there "maybe" a charge and reply STOP to op out - guess I would have been charged if I had replied STOP too.

[Itshim]

Thankfully I am with tesco which flagged up there would be a charge . didnt bother !

[cazzer731017]

I responded to a VM text survey the other week, just received my latest mobile bill and I have been charged. Looking back at the original text from VM, at the bottom it actually says all replies are free. Certainly won’t be responding to any more they send out to me in future.

[Cardiffman282]

I'd raise a written complaint. Link is below.