Tiscali and AOL in the ‘hall of shame’ released by Which?

The which.co.uk has criticized the broadband providers like AOL and Tiscali for exerting financial burden on their customers with their costly customer support helplines. The website published the list of more than thirty companies that come under its ‘hall of shame’. Other companies which are in the list include British Gas, DVLA, Barclays, TV licensing etc.

These companies charge their customers for the customer support calls made to their 0870, 0871, 0844 and 0845 which are usually more expensive than 03 calls. The calls to these premium numbers have become a source of profit for these companies, according to the consumer website, which.co.uk. As evidence, a broadband report published last year, revealed that these ISPs earn millions from customer service division.

What is so much appalling is the fact that the customers of some of these ill-famed companies are left waiting for an average three minutes. For instance, AOL broadband customers would have to bear a cost of 75p if they were hanged up for over 15 minutes.

It should be noted that Ofcom, the UK telecom watchdog have asked the companies to switch to 03 numbers from expensive 0870 calls, that will cost the customer support calls at the rate of local call. However, which.co.uk reports that the companies included in its list had not only failed to comply with Ofcom’s instruction, but also changed their customer support numbers to numbers which cost calls at a premium rate.

Neil Fowler of which.co.uk said:

“Why should you pay for the privilege of making a complaint or getting a problem fixed? It’s unacceptable that companies and government agencies can make big money from people calling helplines. Check if there’s a cheaper phone number or ask the company to refund the call cost – it’s the least they can do if you’re calling about a faulty product or bad service.”