Vaya Just Charged Me over $99 for Using 'premium' Numbers

goms on 12/10/2015 - 20:17
Last edited 23/10/2015 - 12:02

I just saw my bill and was shocked that I got charged over $99. I gave them a call and found out that I have used the service to call a premium number 1258880 which is a Telstra number. What shocked me is that I didn't know that 12 numbers are premium numbers.

Here is their T&C regarding what's excluded from the standard credit.

What’s Excluded From Standard Credit? All international calls and SMS, calls and SMS made whilst Roaming overseas, third party premium services (usually starting with 19), Voicemail Call Return and directory assistance calls are charged directly on top of your plan. For full costs of these, please refer to www.Vaya.net.au

I tried to negotiate the cost but they only will give me a $10 credit nothing more and told me to look for a better options if I'm not happy with the service. Devastated, I accepted the $10 credit (Hey it's better than nothing right).

So, what do you guys think? Is it acceptable that Vaya charged me the premium numbers. Shouldn't it be blocked by default? Is there anything I can do? Should I simply bite the bullet and move on?

TL;DR Got charged over $99 by Vaya for dialling a Telstra number 1258880 only got $10 off the next bill. Is there anything I can do?

Thanks for listening to my rant!

Edit: I made a complaint to TIO and Vaya was quick to call me and resolved the issue by waiving the cost and refunded the money already paid as a credit which will buy me enough credits for the next 5 months. I told them that I'm happy to stay with them.

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Comments

  • nocure on 12/10/2015 - 20:22

    Stop using premium numbers.1223 is still free.

    • goms on 12/10/2015 - 20:31

      I always thought that 19 are the only premium numbers. My bad I guess, lessons learnt!

      But should they not block premium numbers by default. I think this used to be the default on most services. I could be wrong though..

      • nocure on 12/10/2015 - 20:40

        I use an app called "call blocker gold" to block incoming and private calls but it also blocks outgoing numbers.

  • Ughhh on 13/10/2015 - 00:15
    +1

    http://forums.whirlpool.net.au/archive/1527575

    Shouldn't it be blocked by default?

    So you want Vaya to nanny you and block every single number that isn't a standard aussie number?

    At first I thought you were charged for calls/premium sms that you didn't initiate, but in fact, you called a special number.
    Accept the $10 credit and move on. Next time you want to dial a funny looking number, check the 'What’s Excluded From Standard Credit'.

  • DarkOz on 13/10/2015 - 11:15

    Lesson learnt I guess. If you are not sure it's better to confirm it than to assume it.

    We have angry customers all the time when they assume something they don't know and couldn't be bothered to find out.

  • try2bhelpful on 13/10/2015 - 18:27

    Telco's make money on a percentage of the premium services; why would they block these services by default? The first thing I did with my Telstra number was to block the premium SMS services. I don't know about Vaya but I have the ability to track my Telstra number charges on a daily basis, so I can see if something "hinky" is going on.

  • [Deactivated] on 05/11/2015 - 21:12

    Man, (profanity) vaya, they are the worst.

    All I can say is, good luck dealing with their customer 'service'.

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