topic Re: Charged over £16 for calls when I have Unlimited Minutes ?!? in Account and services

Charged over £16 for calls when I have Unlimited Minutes ?!?

myphone20243pay — Fri, 31 May 2024 18:00:15 GMT

Made 2 X phone calls and, despite the fact they are to regular landlines and my add-on with unlimited minutes auto-renewed 3 days earlier, I've been charged for the calls!

Re: Charged over £16 for calls when I have Unlimited Minutes ?!?

MZone — Fri, 31 May 2024 18:54:26 GMT

You need to contact customer services here.

Re: Charged over £16 for calls when I have Unlimited Minutes ?!?

myphone20243pay — Sat, 01 Jun 2024 07:51:19 GMT

Yeah, did that. They couldn't understand that, even though there were dozens of calls to the same number - before & after these ones -showing as INCLUDED in my add on, these calls shouldn't be chargeable.....

Re: Charged over £16 for calls when I have Unlimited Minutes ?!?

PeteyP — Sun, 02 Jun 2024 16:43:28 GMT

Hello.

That's odd, it seems like something they should be able to determine doesn't look right.

You can log a Complaint and ask the team to look into it further. Hopefully they will be able to sort the issue for you.

Pete.

Re: Charged over £16 for calls when I have Unlimited Minutes ?!?

myphone20243pay — Sun, 02 Jun 2024 17:46:47 GMT

I've had to resort to emailing the CEO. Hopefully he will get something done. Turns out it's a known issue which makes the response from customer services even more appalling!