SilentCallsVictim wrote on Aug 16^th, 2015 at 3:42pm:
I made a 20sec call on my virgin mobile to one of these numbers and didn't get charged.  So I would therefore put it down to a tariff setting on virgin's side.

My tariff is one of the new ones but maybe an old tariff charges for some of these numbers from outset rather than include them in any inclusive allowance.

I admit though that this isn't likely I would say and it's more a case of allowance has been exceeded (maybe a daily allowance for these numbers?!?) but it is possible.

I have just been in contact with VM and I asked for the 03 tariff and this is the information I received

0300  and 0345 numbers are charged at different rates 

0300 numbers were charged differently as they are for calling the bank or utility company for example
0345 numbers are included in call packages

I have received 3 different versions

Maybe VM needs taking to task but I do not have the expertise for such an undertaking.

Can other members contact VM and ask for an explanation in regard to charges for 0300/0345 numbers.

For this conversation to go somewhere we need to separate two separate issues.

Many organisations allow, or encourage, call centre agents to try to help customers by spouting their poor understanding of issues. We have read many examples of this here. This is a serious problem, as it serves neither the customer nor the organisation being misrepresented. The point has been well made.

Three cases of alleged incorrect billing were given at the start of this thread. These seem to contradict the published tariff. We want to know the true terms of the tariff, as this is allegedly in breach of the Ofcom General Conditions. Can we please sort this out.

We still haven't got to the bottom of WHY you were charged for these calls, what rates were applied and which other 03 numbers they might be applying these erroneous rates to.

While you have been refunded for your calls this month, there's the real possibility that if other people  have been hit with this they won't be refunded unless they each individually complain.

Additionally, if the underlying issue hasn't been fixed this will happen all over again next month. Educating call centre staff has to be secondary to fixing any inherent issues within the billing system.

I have made 2 calls and I will contact you when they are registered on the system

Hi the call has been counted as inclusive minutes as it should be it was an error on VMs part but.
It does not excuse the fact that agents are giving out the wrong information in regard to 03 numbers. One agent even told me that a 0300 number was used differently to a 0345 number.

Thank you for your help

Yes I appreciate that the 0300 range is allocated to specific sectors but the agent has given incorrect information in regard to call charges. It concerns me because other VM customers do not keep track of their bills and would have been charged incorrectly, it took me 3 days to rectify this problem.