Calls occuring that I didn't initiate - Whats happening

#1
I viewed my dialled number log on line. The dialled from account number (my voipfone account number) showed as a hyperlink, I clicked it as I expected it to give more details of the call. Instead this initiated a call to th same mobile number (my wife) How can this happen I didn't even have x-lite launched. The 1st time it happend I didn't realise what had caused the phone call (and charge!) so I when I saw a further call had appeared that I knew I had not initiated I clicked again on the account number hyperlink, this then initiated a phone call to my wife mobile number again! How can this be happening and more importantly please remove the charges for the calls that I didn't initiate.

I look forward to hearing from you shortly.

Re: Calls occuring that I didn't initiate - Whats happening

#2
We can see that you have also emailed support but unfortunately you did not email from your registered email address so we have no idea what account you were referring to could you email support again from your registered email address.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: Calls occuring that I didn't initiate - Whats happening

#3
I replied with my account umber directly to support. this was thier reply -
"Thanks for taking the time to contact Voipfone.

If you mouse over the dialled number on your called list you'll see that it says 'click to call' - it's a short way of calling the number."
I think that's outrageous! It was not the dialled number that I clicked, it was the "Dialed From" link also I didn't "mouse over" I just clicked, just like I or most people would do when presented with a hyperlink.

How can you have features "hidden" like that that incur charges without even warning your customers that it will incur a charge or initiate a call? Also why would I want to call my "own number" from my control panel?

As it was a was a call from a webpage how could I have disconnected it?

The 2nd call went on for 85 seconds before somehow it got disconnected. When my wife answered the call she just got my voipfone answer message and was asked to leave a message. To my VOIPHONE account, if I was making a webcall she should have heard me typing my headset was on my desk, with the microphone on.

Re: Calls occuring that I didn't initiate - Whats happening

#4
Is anybody going to answer my queries? I know it's been bank holiday weekend, but someone must have been available as I did get a reply on Sunday.

It's a shame becasue the slow response from support is now exhasperating the original problem that I had. :-(

Re: Calls occuring that I didn't initiate - Whats happening

#5
As has been explained, it's a feature of the service. If you click a link that is highlighted in your called list, the number is automatically called for you. Many people find it extremely useful as it's a quick way of calling.

Mousing over the link explains this.

If you'd like to email support again explaining the problem we can see what has happened - we only have a skeleton staff working over the bank holiday weekend.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: Calls occuring that I didn't initiate - Whats happening

#6
Are you reading my messages? I explained that it was NOT the "Dialed Number" that I clicked, it was the "Dialled From" number.

Even if I had wanted to use this "extremly useful" feature. It does not explain how I was supposed to be warned that I was about to use a chargable feature, te link could easily clicked in error or like myself by someone just being inquisitive of the new website. Also it does not explain how when I did get connected my wife was presented with my voipfone message system and was asked to leave a message, how is that possible from a call that was initiated from within voipfone?

All I want id for my account to be refunded for the two unused calls. If you can't do this then I don't think I can remain a customer as a matter of principle.

I won't be emailing support again, but I will share my experience on the forum that I found your company from (ukbusinessforum).

I look forward to receiving your comments.

Re: Calls occuring that I didn't initiate - Whats happening

#7
Unless you email support, we can't help you I'm afraid as we can't see or discuss your account from a public forum.

Just email - or call us on 020 7043 5555 - and we'll be more than happy to get to the bottom of your problem.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Re: Calls occuring that I didn't initiate - Whats happening

#8
I did email support! I explained that in my 2nd post. I already explained the problem, the response just told me it was a "feature"!

As a paying (for now) customer I feel that ths feature is poorly delivered, as is your customer support.

Considering I had read quite a few commendations about your company on UKBF I am amazed at your off hand and dissmissive responses.

Re: Calls occuring that I didn't initiate - Whats happening

#9
Please email or call - if you don't do that we simply can't find your account, so we can't help - this is a public forum; and for obvious security reasons there are no links from here to our back office systems.

I'm closing this post now as there's nothing further that can be done to help you from here, please contact us and we'll sort it out.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Who is online

Users browsing this forum: No registered users and 0 guests

Copyright 2004 - 2017, iNet Telecoms® Ltd. All rights reserved.


cron