Charged for a call i didn't make

[sunshine1]

Hi

So i recently had a charge for out of allowance call from my mobile. However, i didn't recognise the number so queried the charge. The call was made to Morroco but i don't know anyone in Morocco. I was just told it must have been a friend or family member. No one else had access to my phone at that time. Can anyone suggest what to do as i shouldn't have to pay for a call i didn't make.

[JohnD]

Hey @sunshine1 

Sorry for the delay in getting back to you. 

It can be concerning when you have unexpected charges, totally appreciate that. When it comes to device use, especially calls. Generally speaking, the logged usage from your SIM/Device is something we wouldn't dispute the accuracy of.

What can sometimes happen is when you message or make calls within some websites or apps it can actually call numbers not located in the UK. We have no ability to control how your account is billed (in relation to the chargeable events) and when it comes to billing and the regulations set by Ofcom, there isn't scope for this to be incorrect. 

I appreciate what you're saying, however, if your device/invoice is showing that there was usage to contact that number then the use occurred. 

Depending on how much the charge is for and if situations like this have happened in the past, we'd be happy to get you in touch with someone who can look to see how we can help in relation to the charges. However, the validity of any additional call charge isn't something that would be investigated. 

How much was the additional charge for the number that was called? Was there only one instance of the number being contacted?

Thanks 

John D

[sunshine1]

Thanks for getting back to me. It was only £3 but i still don't understand how this occurred. 

[JonathanB]

Hi @sunshine1,

Did you receive a call from the number? Your bill won't show incoming calls, but you might have a record of this on your phone's records. There have been instances of scams in the past where the fraudsters call and quickly hang up from a premium overseas number, in the hopes that they'll be called back. 

There's some more info here: https://www.three.co.uk/blog/earth-wangiri-scam

Do you think this might be what's happened here?

Thanks,
Jonathan

[Damian253]

Yea I had same except its 154 pound billed and they won't Evan look into it also there handling of this matter has been atrocious as soon as I can I'll be leaving three for someone with ability to listen to there customers I'm three business and have 4 sims with them never again will I be with three