Charged for calls to an 0800 number

[nick_london]

I made a few calls to an 0800015 number and somehow I was billed for them and on the bill it showed up as an 01900 number.

After seeing additional charges of £8 I wanted to see what this was for and an 01900 number was listed a few times. So I rang this number from my mobile as I didn't recognise it and turned out it was the same business I had called using the 0800015 number.

The calls to the 0800015 number was made using the Vodafone VoIP (Hub phone).

The business does not advertise a 01900 number and I've never dialled any number beginning 01900.

It turns out this business is using Vodafone Enterprise (former Cable and Wireless worldwide).

How is it possible that this happened? How many more customers has this error happened?

When talking to an advisor on live chat, I got the impression that I was either being called a liar or they just thought I'd forgotten that I dialled the number.

They did credit me back all the charges to the 01900 number, they even tried to say someone else in the household must have dialled it which is impossible because I live alone.

Why would I call the geographical number when I have been using the free 0800 number for years? It makes no sense! 

Until I saw the itemised list of calls, this is the first time I've seen an 01900 number let alone dialled one.

I asked the advisor if they could raise it to someone higher up and the billing team because this shouldn't be happening.

I know some people are going to say that I must have dialled it but I honestly didn't, I have used the same 0800015 number for years and almost a year from the Vodafone Voip phone, never had issues before and I've never come across a 01900 number until now.

Although it has been refunded, I just want to make sure everyone checks their bills for any calls that you don't recognise and for someone at Vodafone to take notice of it. 

The advisor I spoke to also said she would put some kind of bar on the line as I mostly only use that phone line for freephone numbers and incoming calls. So if it happens again, that would be evidence that their is a error!

[wharfedale66]

@nick_london  That seems very odd thing to happen. I realise an 0800 number kind of diverts to the actual business real number (well that's my understanding anyway) but you are not normally charged as you originally dialled a 0800 freephone number. Weird

I'm not with Vodafone for my landline/broadband but my supplier lists any 0800 numbers on my itemised bill just like any other number.

I'm more than sure though another more experience community member with more knowledge in this area will no doubt help out as I have never experienced this even on a VoIP call.

[nick_london]

I read something on another forum that someone got a Geographic number from saynoto0870 and used that instead of an 0845 number and when they looked at their bill, it came up with the 0845 number, this was a Cable and Wireless (Now vodafone) number too.

However in my case I used the 0800 number that the business gave me and I've used that for years. They don't even advertise a geographical number.

Seems very sneaky to me. I'm guessing the Voip system lies with the former C&W business. 

[nick_london]

I have been charged yet again for calls to an 0800 number.

When calling them, it appears on my bill as an 01900 number, this time one call cost £12.63 another about £1.

I am dialling an 0800 015 number yet being charged for it.

Last time it happened I was called liar but they did recredit my bill and said they would raise it with billing.

Why would I call the 01900 number if the 0800 number is free and I didn't even know the 01900 number until I saw it on my bill.

The last advisor I spoke to said she would bar outgoing calls so this wouldn't happen and yet surprise surprise it's happened again.

I'm not paying for calls that are meant to be free.

Can someone help me with this because I'm now having to use the phone box at the end of the street and that is free!

[Effie]

Hey @nick_london 👋 It's disappointing to hear that you've experienced these charges again! I know how frustrating this will be as you should be able to call 0800 numbers free of charge with your plan.

The network will always record the number that you are actually connected to and this is what you are billed against. The fact that the number on the bills is showing as a chargeable one instead of the free 0800 number suggests that the company/ person you are calling is either using a divert or they are masking their actual number. 

The 01900 is the area code for Workington and whilst most of the numbers using this area code will be standard landline numbers, some businesses may also use it and these can be charged at a premium rate. 

Do you know the full 01900 number at all? Also the name of the organisation that you are calling so I can run some checks for you? 🙂

[nick_london]

Yes the 01900 number is all over my bill and yes it does work and is the same law firm.

They are Vodafone Enterprise (Cable and Wireless) customers too using an 0800 015 number belonging to Vodafone.

This problem occurs on the Voip full fibre broadband phone service.

It's impossible to dial the 01900 number because I never had it and have always used the 0800 number.

The Vodafone voip phone service is next to useless, charging for freephone numbers and no calling features or voicemail which I was told was all available.

Every 0800/0808 number is a cover number for a normal phone number so that people can call them for free.

[nick_london]

I'm not disclosing that information  here but I'm happy to send you it in private.

[Mark]

We're unable to receive private messages through our Community @nick_london. If you add the full number to the private notes section of your personal information, only your self or our moderators would be able to view this. Alternatively, pop us a private message through one of our social channels with a link to this message and we'll be happy to take look.

[BandOfBrothers]

Thank you taking the time to highlight what has happened to you @nick_london 

The Vodafone Social Media Teams read all posts here and I'm sure they'll pass this feedback to the relevant department.

Take care.