Massive bill for one call - Virgin Mobile
Discussion
My mum has received a bill for a call allegedly to my number for 9 hours at a cost of £124.
On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
Zoon said:
My mum has received a bill for a call allegedly to my number for 9 hours at a cost of £124.
On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
Would a mobile even last 9 hours while in a call? And what time of day? It's very rare for my phone to have rest periods longer than 8 hours, let alone 9. (When I sleep).On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
And that has to be on two mobiles! Massively dubious!
I would suggest filing a complaint, refuse to pay and speak to Ofcom.
http://consumers.ofcom.org.uk/complain/
beanbag said:
Would a mobile even last 9 hours while in a call? And what time of day? It's very rare for my phone to have rest periods longer than 8 hours, let alone 9. (When I sleep).
And that has to be on two mobiles! Massively dubious!
I would suggest filing a complaint, refuse to pay and speak to Ofcom.
http://consumers.ofcom.org.uk/complain/
They say the call started at 5:40, I know for a fact my phone was used shortly after this as I'd sent a number of messages and there was no active call on the phone. I'll suggest the ofcom route if this isn't resolved.And that has to be on two mobiles! Massively dubious!
I would suggest filing a complaint, refuse to pay and speak to Ofcom.
http://consumers.ofcom.org.uk/complain/
Zoon said:
My mum has received a bill for a call allegedly to my number for 9 hours at a cost of £124.
On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
I don't see how your mum could possibly prove that the call was not made - that would be proving a negative.On the day in question I have checked my incoming call log and it shows a call from her number for the grand total of 11 seconds.
Virgin have said there is nothing they can do as we cannot prove the call was not made. I have forwarded a screenshot of the call log but they say it doesn't show my number.
I know my phone wasn't on a call at the time so I'm pretty certain this is a billing error.
Has anyone had a similar experience?
Make a complaint, you have the evidence. They will back down.
Zoon said:
They say the call started at 5:40, I know for a fact my phone was used shortly after this as I'd sent a number of messages and there was no active call on the phone. I'll suggest the ofcom route if this isn't resolved.
If the call could not connect to your phone (no signal etc) would it not go to your voicemail? Would that still show as a incoming call on your log (if it didn't actually connect or was answered by your phone)?Assuming the call was made to your mobile that would be one hell of a battery that could cope with such a long call.
Of course they could claim that you took the call with your phone connected to mains power - but seriously would they really be that stupid.
As I said, stand your ground and they will back down.
Of course they could claim that you took the call with your phone connected to mains power - but seriously would they really be that stupid.
As I said, stand your ground and they will back down.
hornetrider said:
TEKNOPUG said:
If the call could not connect to your phone (no signal etc) would it not go to your voicemail? Would that still show as a incoming call on your log (if it didn't actually connect or was answered by your phone)?
You can't leave a VM that long.The process is this:
1. Raise the complaint in writing - this can be by email. Give full details, attach a copy of the actual call on the bill, and explain that you are placing this specific call "in dispute". This should have the effect that, until the dispute is resolved, you pay your bill as normal, but excluding that specific call. Do NOT refuse to pay the entire bill - they will simply cut you off if you do that.
2. You then need to have a response from them within a set time - I believe it's eight weeks but that needs checking. Note that this is for a response, not a resolution.
3. Assuming you do get a response, if it is not resolved to your satisfaction you will get a "deadlock letter" from Virgin Media. This is them telling you that you have exhausted all avenues within their complaints process, and there is still no resolution that you're both happy with. It is at this point, and this point only, that you can "take it to OFCOM"...except that you don't normally go direct to OFCOM, you go to an OFCOM-approved ADR organisation. You need to follow the ADR process...ADR is Alternative Dispute Resolution. Virgin use an organisation called CISAS for their ADR, so would go to them.
4. If however you hear nothing at all back from Virgin, as mentioned above after eight weeks you can go straight to ADR (CISAS).
Anyone who tells you "screw that, go straight to OFCOM" is talking crap. The only process to follow is that above.
http://consumers.ofcom.org.uk/phone/problems-and-c...
1. Raise the complaint in writing - this can be by email. Give full details, attach a copy of the actual call on the bill, and explain that you are placing this specific call "in dispute". This should have the effect that, until the dispute is resolved, you pay your bill as normal, but excluding that specific call. Do NOT refuse to pay the entire bill - they will simply cut you off if you do that.
2. You then need to have a response from them within a set time - I believe it's eight weeks but that needs checking. Note that this is for a response, not a resolution.
3. Assuming you do get a response, if it is not resolved to your satisfaction you will get a "deadlock letter" from Virgin Media. This is them telling you that you have exhausted all avenues within their complaints process, and there is still no resolution that you're both happy with. It is at this point, and this point only, that you can "take it to OFCOM"...except that you don't normally go direct to OFCOM, you go to an OFCOM-approved ADR organisation. You need to follow the ADR process...ADR is Alternative Dispute Resolution. Virgin use an organisation called CISAS for their ADR, so would go to them.
4. If however you hear nothing at all back from Virgin, as mentioned above after eight weeks you can go straight to ADR (CISAS).
Anyone who tells you "screw that, go straight to OFCOM" is talking crap. The only process to follow is that above.
http://consumers.ofcom.org.uk/phone/problems-and-c...
Edited by zarjaz1991 on Friday 4th September 11:45
zarjaz1991 said:
The process is this:
1. Raise the complaint in writing - this can be by email. Give full details, attach a copy of the actual call on the bill, and explain that you are placing this specific call "in dispute". This should have the effect that, until the dispute is resolved, you pay your bill as normal, but excluding that specific call. Do NOT refuse to pay the entire bill - they will simply cut you off if you do that.
2. You then need to have a response from them within a set time - I believe it's eight weeks but that needs checking. Note that this is for a response, not a resolution.
3. Assuming you do get a response, if it is not resolved to your satisfaction you will get a "deadlock letter" from Virgin Media. This is them telling you that you have exhausted all avenues within their complaints process, and there is still no resolution that you're both happy with. It is at this point, and this point only, that you can "take it to OFCOM"...except that you don't normally go direct to OFCOM, you go to an OFCOM-approved ADR organisation. You need to follow the ADR process...ADR is Alternative Dispute Resolution. Virgin use an organisation called CISAS for their ADR, so would go to them.
4. If however you hear nothing at all back from Virgin, as mentioned above after eight weeks you can go straight to ADR (CISAS).
Anyone who tells you "screw that, go straight to OFCOM" is talking crap. The only process to follow is that above.
http://consumers.ofcom.org.uk/phone/problems-and-c...
Appreciate that, thanks.1. Raise the complaint in writing - this can be by email. Give full details, attach a copy of the actual call on the bill, and explain that you are placing this specific call "in dispute". This should have the effect that, until the dispute is resolved, you pay your bill as normal, but excluding that specific call. Do NOT refuse to pay the entire bill - they will simply cut you off if you do that.
2. You then need to have a response from them within a set time - I believe it's eight weeks but that needs checking. Note that this is for a response, not a resolution.
3. Assuming you do get a response, if it is not resolved to your satisfaction you will get a "deadlock letter" from Virgin Media. This is them telling you that you have exhausted all avenues within their complaints process, and there is still no resolution that you're both happy with. It is at this point, and this point only, that you can "take it to OFCOM"...except that you don't normally go direct to OFCOM, you go to an OFCOM-approved ADR organisation. You need to follow the ADR process...ADR is Alternative Dispute Resolution. Virgin use an organisation called CISAS for their ADR, so would go to them.
4. If however you hear nothing at all back from Virgin, as mentioned above after eight weeks you can go straight to ADR (CISAS).
Anyone who tells you "screw that, go straight to OFCOM" is talking crap. The only process to follow is that above.
http://consumers.ofcom.org.uk/phone/problems-and-c...
Edited by zarjaz1991 on Friday 4th September 11:45
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