How to beat the premium rate customer service racket

IT IS against the law for third parties to advertise premiumrate phone numbers that claim to be customer services lines of other organisations without a clear explanation of charges and alternative numbers.

The Phone Paid Services Authority, which regulates premium rate phone numbers, states that ‘Premium rate services must not mislead or be likely to mislead in any way’.

It does not regulate numbers beginning 084, including the number that caught out Georgina. These are not seen as ‘premium rate’, as the ‘service charge’ paid on them is capped at 7p a minute, compared with up to £1.50 a minute for numbers beginning 09 or 087.

Despite the fact that the provider can charge only 7p a minute, customers are also hit with an ‘access’ charge per minute from their mobile company. This is why Georgina’s bill was so high. Vodafone has since raised the charge from 45p to 55p a minute, and charges for a call’s duration.

Always check that the number is endorsed on the company’s website.

Vodafone does have a freephone number – 191 – that is advertised on its website and on bills. But it is only free if you call from a Vodafone mobile. If calling from a landline or mobile, check whether the number you are calling falls within your call allowance, otherwise there may still be charges.

The website Saynoto0870 allows you to search for cheaper alternatives to numbers that are likely to fall outside your package of minutes or landline plan.

There is a number checker on the Phone Paid Services Authority website that allows you to check if you are calling a premium rate number. If you are still unsure, contact the regulator on 0300 303 0020.