Question

Overcharged and Incorrect Minutes

  • 15 July 2020
  • 1 reply
  • 20 views

My call minutes are incorrectly logged on your bill, subsequently I purchased additional minutes for a month when this was unnecessary.
On 02/06/2020 I have been billed £5.99 for a call of 4 hours, 26 minutes and 52 seconds at 13:01:03 to an 0333 number. According to your own billing logs, the next call to a different number is at 13:06:45 (lasting 30 minutes). Firstly 03 numbers are included in my call package whilst I have minutes available, secondly your own logs show it is not possible for my call to have lasted over 4 hours.
For the 03 call on 02/06/2020 at 13:01 my call logs show 46 seconds.

After being warned in the app my 300 minutes was almost used, I purchased an additional 500 minutes on 03/06/2020 for £5.00

Your incorrect logging of the call on the 2nd means my purchase on the 3rd was not required. Your billing error means I have been incorrectly charged an additional £11.99 on my statement and I request a refund.


1 reply

Userlevel 4
Badge +10

Hi there @mrben10 

We’d only ever be charging for calls made from the SIM itself.  We wouldn’t have a means to just add random calls you hadn’t actually made if that’s what you’re accusing us of here.

To look into your call history though we’ll need to Private Message you here in order to confirm you’re the account holder and look into this further.

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