SA businessman pays R250 per minute for a call to Sweden

Cape Town - A local businessman was charged over R13 000 for a call to Sweden because it was a premium rated number, something that he was unaware of.

"I currently own a business that makes a lot of overseas phone calls. Generally I am very happy with the charges levied and always check the Vodacom website to make sure that I won't be charged an extortionate amount."

However, he was shocked at his bill after he made a phone call to Sweden in August. "I have called that country many times before but on this occasion I was charged R250 a minute, amounting to over R13 000 charged to my account."

The Fin24 user queried this one day after the call and was told there would be a turn around of 24-48 hours. "After following up every week for two months, I kindly requested (on a company letterhead) that my debit order be halted until such time as the query was resolved."

This request was disregarded and the full amount of the invoice was debited.

Premium International Rates

"I then received feedback from a back office staff member stating that the charge was correct and pointed me in the direction of Premium International Rates. I had never heard of these before but it is something that Vodacom states on their website, which you have to dig really hard to find," he claimed.

"My issue is, how am I meant to know that a number that I am calling is 'premium'? I have tried on many occasions since to call Vodacom's Customer Care Centre and am always told that the maximum I will be charged for a call to Sweden is R3.60 per minute. I then enquired as to whether a number I am calling is 'premium' or not and was told by one agent to 'find out yourself'. None of them are able to tell me if a number or line is 'premium' or not."

The user then Googled "Sweden premium call rates" and landed up on a Wikipedia page that provides four prefixes considered "premium" - these all begin with a 0 or 9. "The number I called began with a 7."

He said had he known that the number was "premium" then he would not have made the call.

"Although I was offered a 50% reduction on the invoice, I refused to accept that because even R125 per minute is ridiculous," he said.

"I'm not sure if any other readers have experienced this same problem? I'd love to hear their stories and hopefully hear back from Vodacom themselves."

A Vodacom spokesperson responds:

Following investigation we can confirm that the customer was charged for international premium rated calls. Premium rated numbers are charged at much higher prices than normal calls.

Click on this link for Vodacom’s international call charges.

It is important to clarify that the rates of premium numbers are not set by Vodacom and therefore as a mobile network provider Vodacom has no way of knowing which of the numbers the customer dials are charged at premium rates.

We can also confirm that the matter has been resolved and an amicable agreement was reached with the customer.

Disclaimer: All letters and comments published in Fin24 have been independently written by members of the Fin24 community. The views are therefore their own and do not necessarily represent those of Fin24.