Costly calls can’t be mine...

Ms G.M. writes: My recent phone bill from EE has £40.80 added in respect of calls to numbers starting 084 and 087. The first call was for 46 minutes, at a time of day when I know I was collecting my grandson from school. The other two brief calls were on a day when I was in hospital. I am 78 years old and profoundly deaf, so I only use my phone line for texts and emails.

I CALLED both the numbers shown on your bill from EE. The two brief calls were to a number used by a travel firm for timetable enquiries.

The very long call played an unclear recorded message about phone services, and congratulated me on being eligible for an upgrade. It is hard to understand why anyone – let alone someone who is deaf – would listen to a recorded message for 46 minutes, so I asked EE to comment.

The company quickly replied: ‘We are very sorry Ms M’s experience was not up to the high standards we strive to provide for customers. We have refunded Ms M for the call charges and provided a dedicated point of contact if she has any other queries.’