I ordered three books from Amazon in June. Two arrived as expected, but the third was not the book I’d ordered. I found a number for Amazon – 0903 708 4026 – and called it several times to resolve the problem.
On 30 July my phone was cut off. My service provider told me I had exceeded my upper limit making the calls, which amounted to £155.87.
I emailed Amazon to complain. It refunded the £3 cost of the book, but claimed it was unable to reimburse me for the call costs. I feel I have been robbed. LK, Weymouth, Dorset
Dozens of Amazon customers have reported receiving expensive bills after dialling this premium rate number, which is not operated by Amazon but has appeared on internet searches for a customer service contact. Callers are told they will be charged £3.60 a minute plus an access charge before they are connected to Amazon.
The number is owned by A2B Telecom, which leases premium rate numbers to businesses and promises clients “unlimited income for only a few hours’ work a month”. It’s an operation known as “information, connection and signposting services”, which advertises pricey 084, 087 or 09 numbers for companies in place of the cheap or free numbers provided by the organisation itself. It’s legal if a link is provided to the official customer services number of the firm in question and the call costs are listed upfront.
The premium rate regulator, the Phone-paid Services Authority, is investigating complaints about the number you dialled. “Due to the way they operate, we require these services to follow strict rules,” its says.
A2B Telecom has confirmed it provides a premium rate connection service to Amazon. “The service is clear on what is being provided and the cost to call,” says its director Lawrence Bingham. It does not state that it is operated or promoted by Amazon; while Amazon says it has no connection with any premium rate numbers. “We operate a freephone number – 0800 279 7234 – or customers can visit our website to request a call back, or email us,” says a spokesperson.
After being contacted by The Observer, Amazon has refunded your call costs. Companies are no longer allowed to offer premium rate numbers for after-sales services, so be wary of websites advertising 087 and 09 numbers. Also, bear in mind when doing an internet search for a contact that the first results are not always the organisation you are looking for.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
