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PayPal 0870 number (Read 84,332 times)
cranhill
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PayPal 0870 number
Feb 10th, 2005 at 11:29am
 
I had to call PayPal this week re an eBay seller not sending the goods. I used their US number instead of the 0870 number which only cost me 3p. I was on the phone around 12 minutes which would have cost around £1.00 using the 0870 number. I have just had an email from PayPal asking me if I was happy with the help line and could I suggest any improvements. I suggested most strongly that get rid of the 0870 number telling them how I saved money by calling the US number instead of their 0870 number. I don't suppose I will hear anything back from them, but the seed has been planted.
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Dave
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Re: PayPal 0870 number
Reply #1 - Apr 12th, 2005 at 10:43pm
 
I've just registered for PayPal myself and discovered the 0870. Sent them an email of complaint.

I've registered my own 0870 with them for contact. On the verification page you get PayPal to call your landline. Only thing is, it won't do it, it says something about it can't be a mobile number (well it isn't Roll Eyes ). It looks as though I will have to verify by post then.
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cranhill
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Re: PayPal 0870 number
Reply #2 - Apr 12th, 2005 at 11:25pm
 
Telephone 001 402 935 7733 using 1899.com and you can chat to PayPal for as long as you want for 3p. This is the US number for PayPal but they helped me out a few weeks back with my UK PayPal problem.
John
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mikeinnc
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Re: PayPal 0870 number
Reply #3 - Apr 13th, 2005 at 1:34pm
 
Quote:
I used their US number instead of the 0870 number which only cost me 3p. I was on the phone around 12 minutes which would have cost around £1.00 using the 0870 number.


...and doesn't this just show how absolutely ridiculous and uncompetitive this whole 0870 / 0845 situation has become? It is generally CHEAPER to phone the United States or Australia than it is to phone a 0870 number (unless, of course, you are stupid enough to continue to use BT for your provider....  Wink )
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Dave
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Re: PayPal 0870 number
Reply #4 - Apr 13th, 2005 at 7:27pm
 
The contact page says "UK national call rates apply" to PayPal's 0870 number.
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cranhill
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Re: PayPal 0870 number
Reply #5 - Apr 13th, 2005 at 8:02pm
 
Hi,
I have sent an email to PayPal asking them why UK members have to use a Premium Rate Number for help when their US members do not. I will let you know what they say in reply.

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juby
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Re: PayPal 0870 number
Reply #6 - Apr 13th, 2005 at 9:56pm
 
Me too,

(The National Rate in the UK is 3p per minute. Your info states that 0870 is National Rate, it is not, it costs 7.5p per minute and is a premium rate number.

Your UK operation is liable for prosecution by the Trading Standards Office if you persist in this deception (which I suggest is not of your making)

You have been warned.)

Sent to PayPal with my ID.

juby
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Dave
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Re: PayPal 0870 number
Reply #7 - Apr 14th, 2005 at 4:51pm
 
The response the email I sent PayPal is just a standard one thanking me for my comments:
Quote:
Thank you for contacting PayPal.

We appreciate the time you've taken to write us with your comments about our service.

PayPal continuously strives to provide you with the highest quality website features and navigation system. We carefully consider every feedback email we receive and appreciate your suggestions.

Thank you very much for your feedback, and we hope that you continue to enjoy using PayPal!

Please let me know if you need further assistance.


I've replied and pointed out the misleading statement "UK national call rates apply" on their site.

Don't forget to refer to Leicester City Council's response to an Oftel consultation here (para 1.3).
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cranhill
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Re: PayPal 0870 number
Reply #8 - Apr 14th, 2005 at 4:54pm
 
Hi,
I had the same reply today, I am sure that they don't even read the emails sent to them.
John
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hoxne
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Re: PayPal 0870 number
Reply #9 - Apr 16th, 2005 at 10:53am
 
Quote:
Your UK operation is liable for prosecution by the Trading Standards Office if you persist in this deception (which I suggest is not of your making)


Have you reported them to Trading Standards?  If not, go ahead and do so.  You can probably e-mail your local TS office or submit a complaint via a web form.  Alternatively, use www.consumercomplaints.org.uk or www.consumerdirect.gov.uk (Consumer Direct not available in all regions yet).   This is quick and easy to do, and if you make a complaint you are raising the profile of the issue amongst those who enforce the law, which can only help the campaign.

Or ring Trading Standards or Consumer Direct on their 0845/0844 number, unless you're lucky enough to live in an area where they still use a geographical number!
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juby
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Re: PayPal 0870 number
Reply #10 - Apr 18th, 2005 at 10:38pm
 
Attached received form PayPal tonight.

[email]Further to the email we received from you in regards to call rates, I
have escalated your query to our telecom's department who have provided
me with the information below which shows that our Customer Services
telephone number is a national rate call.

NTS numbers are a type of non-geographic number. This means that unlike
ordinary (geographic) telephone numbers (beginning 01 and 02) these
number ranges are not associated with a particular geographic location.
Number Translation Services (NTS) calls are calls made to telephone
numbers which mostly begin with
08
and
09
and usually offer access
to information and entertainment services, and pay-as-you-go internet
access. Examples of NTS calls are:
7 0800, which are free to the caller (or
freephone
calls);
7 0820, calls made by schools for access to the internet;
7 0845, calls priced (before call packages and discounts) at BT
s
standard local retail price for BT customers;
7 0870, calls priced (before call packages and discounts) at BT
s
standard national retail price for BT customers;
7 0844, calls prices at up to 5p per minute, or per call, for BT
customers;
7 0871, calls priced at up to 10p per minute, or per call, for BT
customers; and
7 09XX, premium rate calls generally priced from 10p per minute (or per
call) and upwards.
There are other types of non-geographic numbers such as personal numbers
(beginning 07). The distinguishing feature of NTS numbers are that they
support the provision of services which are either partly or wholly
financed through the call charge.

PayPal (Europe) Limited is authorized and regulated by the Financial
Services Authority in the United Kingdom as an electronic money
institution.

Please let me know if you need further assistance[/email]

Phew, that should give us something to go at,  your advice please.

juby
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hoxne
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Re: PayPal 0870 number
Reply #11 - Apr 19th, 2005 at 2:24pm
 
Refer them to Part A of the National Numbering Plan at
http://www.ofcom.org.uk/telecoms/ioi/numbers/num_plan_0904.pdf

It states:

'0870 Special Services higher rate: charged (before
discounts and call packages) at BTís Standard
National Call Retail Price for BT customers
inclusive of value added tax (the price charged by
other Originating Communications providers may
vary)'

i.e. they can only be sure that the call is national rate for BT Standard customers (who are now few and far between because most have been shifted to Together).

And for the avoidance of doubt, the first sentence of Part A of the Plan is

'The designations set out in this section are not intended for pricing information for
the purposes of advertising.'

Report it to your local Trading Standards and ask them to explain the implications to the company.
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juby
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Re: PayPal 0870 number
Reply #12 - Apr 19th, 2005 at 8:24pm
 
Hi Hoxne,

Thank you for that, but surely that is what they are
quoting isn't it? At least they are communicating so we can progress from here.

There is no way that I can complain to the TSO, in order to be in a position to complain, I must have been "hurt", I have not, although a user of PayPal I have never had occasion to ring them.

Yesterday I tried to persuade them that their facts were out of date. I am on their side for now, if they will not see the error of their ways then that is a different matter.

juby
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Curleydel
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Re: PayPal 0870 number
Reply #13 - Apr 19th, 2005 at 8:42pm
 
Hi, I've just had an e-mail to ring Paypal about sorting out a problem and on checking BT website about the cost of phoning the 0870 number given, the cost goes by the 5th number ie Paypal is 0870 7 307191 so 08707 is a national rate number which I think is 3p a min. Mind you BT don't make it easy finding the costings of all the numbers and when you do there seems to be hundreds of them.
Please correct me if I'm wrong and it won't be the 1st time.
Be lucky out there   Curleydel. Grin Grin ???
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Dave
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Re: PayPal 0870 number
Reply #14 - Apr 19th, 2005 at 8:47pm
 
Quote:
...so 08707 is a national rate number which I think is 3p a min. ...
Please correct me if I'm wrong ...

You are indeed, and this is the problem. If you are on BT Together, you pay (for 0870) 7.51p/min in the daytime, but 3p/min in the daytime to geographical (ie 01/02) numbers.
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