Access Charge to Hospice Helpline

[Lucy2105]

My partner was dying of cancer and I called an emergency number for the local Hospice. Though technically correct, now I can see the extortionate amount charged for Access- thought the call cost was 10p ( I paid £28 more). This  is unethical to add this charge to an emergency helpline. Customer services have showed no compassion or leeway and I am totally distressed. My partner died not long after. 😞

[bristolian]

Hi @Lucy2105 

I'm sorry to hear this.

What was the first 5 digits of the number you called for the helpline? I'm assuming from your reference to an access charge that this was an 084 or 087 number, which does attract access charges & service charges on all telecoms operators.

I'd be very surprised to see any charity using such numbers if so, because it would cause exactly the issues you've described. These have been in place for around 6 years, and many charitable organisations have moved to 03-landline numbers since.

[Katie_B]

Hi @Lucy2105. 

I am so sorry to hear of your loss, please accept my deepest condolences.

If you could please provide the first 5 digits of the number you called so we can look into this for you. 

Speak soon, 

Katie.