In an attempt to reduce our phone bill we switched to the Talk Anytime Bundle package 200 which includes all the 0845 type numbers and mobile calls which seem to fall outsite of our existing package and usually add £10-15 on our bill. The subsequent month the bill was £29 more than expected. We were told by a CSR that we had used our 200 minutes within the first week or so of the new bundle starting and all calls thereafter were billable. We couldnt believe that we had used 200 minutes worth in such a short time so we asked where we could see which calls were responsible for using up the bundle. We were told that neither the paper bill or online billing shows the calls that were free, ie within the bundle. Both the CSRs we spoke to said they could see lots of calls on their system but couldnt tell us any numbers due to the Data Protection Act... even though they were made from our phone! The only way we can see these bundled calls is by sending a compaint email to head office and requesting them, which I have done and now awaiting a response. I would suggest Virgin Media take a look at, say an Orange phone bill where all calls made in the bundle are clearly listed so that the customer has some evidence to see where the time had gone. Its not rocket science.
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