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Top Other benefit issues topic #4395

Subject: "DWP 0800 numbers - just how free?" First topic | Last topic
ariadne2
                              

Welfare lawyer and social policy collator, Basingstoke CAB
Member since
13th Mar 2007

DWP 0800 numbers - just how free?
Fri 26-Mar-10 06:03 PM

One of our clients this week came in with a problem - he had rung DWP on an 0800 number on his mobile, on one of the networks they negotiated free calls with from mobile (Vodafone).
The staff member at the end of the line check if he was calling from a mobile and if so from which network, and then assured him it was free. It was a long call (claim for ESA, I think). He then gets a bill from Vodafone for £45! Asks them why. "You went over your permitted number of minutes".
What b*****y use is that? It's the whole POINT of free calls!
I have raised this an another quarter and shall be interested to hear the response. It will also go to CitA as an e-bef.
Anyone else getting similar stories?

  

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Replies to this topic
RE: DWP 0800 numbers - just how free?, Dan_manville, 01st Apr 2010, #1
RE: DWP 0800 numbers - just how free?, nevip, 01st Apr 2010, #2
RE: DWP 0800 numbers - just how free?, tomr, 19th Apr 2010, #3
RE: DWP 0800 numbers - just how free?, ariadne2, 19th Apr 2010, #4

Dan_manville
                              

Caseworker, Birmingham Tribunal Unit
Member since
08th Jun 2004

RE: DWP 0800 numbers - just how free?
Thu 01-Apr-10 11:26 AM

I've nearly asked this a couple of times before..

What's Cita and what is an e-bef?

Ta.

  

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nevip
                              

welfare rights adviser, sefton metropolitan borough council, liverpool.
Member since
22nd Jan 2004

RE: DWP 0800 numbers - just how free?
Thu 01-Apr-10 12:43 PM

Citizens Advice and electronic bureau evidence forms (which I think used to be called social policy forms).

  

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tomr
                              

Parents' worker, North Kirklees CAB
Member since
13th Jun 2005

RE: DWP 0800 numbers - just how free?
Mon 19-Apr-10 01:12 PM

Hello! I'm from Leeds CAB, and was involved in the lobbying of DWP to adopt this scheme. I'm very concerned to hear your client's story. We haven't come across any others like this. So far as we knew, the free calls should have nothing to do with 'free minutes' - they ought to be free even for PAYG customers.

Did you take it up with Vodafone? What did they say? Was the client absolutely definitely ringing an 0800 number or could he possibly have called an 0845 number? Did the call happen after 18 January?

If you would like me to send you a contact's details in Vodafone, or to discuss the case in more detail, please do get in touch <tom.royston@leedscab.org.uk>.

Tom

  

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ariadne2
                              

Welfare lawyer and social policy collator, Basingstoke CAB
Member since
13th Mar 2007

RE: DWP 0800 numbers - just how free?
Mon 19-Apr-10 02:16 PM

Taken up directly with DWP through a contact I have wearing one of my other hats.

It was definitely an 0800 number - DWP have ascertained that. They are following it up with Vodafone themselves.

  

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Top Other benefit issues topic #4395First topic | Last topic