When a free call is no longer free & you are secretly stung for calling a mobile phone you didn't call

Forums › Spark New Zealand (including Skinny and BigPipe) › When a free call is no longer free & you are secretly stung for calling a mobile phone you didn't call

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Master Geek
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#3484758 27-Apr-2026 17:40

mattwnz: When you took them to the TDR, did the telco then resolve it for you directly, or did it go to the TDR to adjudicate on it? If the TDR is involved they should be getting those questions answered for you. I think the public really need to know what caused this in case others could also be affected. If the telco is making money from it they don’t have much a financial incentive to resolve it.

It is still ongoing. TDR sent my complaint through to someone at Spark who has turned out to be a complete waste of space. This person, who is meant to be a "Customer Resolution Champion" ha, what a joke, also gas lit me saying:

"it seems the charges may have come from calls dialed directly from your landline. Is it possible you rang the business back using their mobile number without knowing? That could help explain the mobile charge we're seeing."

I sent a very detailed reply back to this person and have asked for someone who actually understands what is going on to look into it. I have not heard anything more as yet. If, after a few more days I still hear nothing I will send another message to the TDR.

Linux

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#3484765 27-Apr-2026 18:27

@Tomahawk66 The staff member sounds like they don't understand CDR records and jist looking at what is billed and taking it as gospel

They should be escalating it to someone that can actually pull the raw data and then give feedback

Linux

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#3484767 27-Apr-2026 18:29

@gajan I think you need your eyes over this and escalate it to someone in the business that understands what they are doing

gajan

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#3484771 27-Apr-2026 18:54

If the OP can DM me some details, case numbers, contacts they’ve been dealing with I will see what I can find out.

My comments and remarks are not necessarily of my employer.

Tomahawk66

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#3484773 27-Apr-2026 19:12

Linux: @Tomahawk66 The staff member sounds like they don't understand CDR records and jist looking at what is billed and taking it as gospel

They should be escalating it to someone that can actually pull the raw data and then give feedback

Linux, I received this reply from a person at Spark late on the 24th but it does not remotely put my mind at ease.

"After carefully reviewing the situation and consulting with our business team, they have confirmed that these charges were applied in error.

As you are not an authorised person on the account in question, I’m unable to discuss the specific steps we’ll be taking to resolve this matter."

I don't even know if I believe this person. I think she is just saying this to make me go away. I didn't ask for them to discuss anything with regard to the business account concerned. I just want to know how it happened. I believe I have every right to know how this happened on my Spark account.

Tomahawk66

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Master Geek
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#3484775 27-Apr-2026 19:16

gajan:

If the OP can DM me some details, case numbers, contacts they’ve been dealing with I will see what I can find out.

Thank you Gajan, I will do that tomorrow morning.

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Tomahawk66

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Master Geek
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#3484930 28-Apr-2026 09:53

Update:

Spark told TDR it is resolved and the matter is closed. It is NOT!

A friend who did exactly what I did (rang the business number using a landline phone) now has his official Spark bill and it also shows charges to a mobile phone he did not make. He has questioned this with Spark and been told it is perfectly ok, that the cost of this forwarded call to the business mobile is his to bear. What utter nonsense!

Linux

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#3484935 28-Apr-2026 09:57

@Tomahawk66 Was the issue resolved after your friend made the calls? SparkNZ should be refunding all impacted customers and if not the commerce commission should be taking them to task!

Linux

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#3484937 28-Apr-2026 10:02

@Tomahawk66 If I was you I would test it today and call the LN and see if you are billed for mobile calls and if you are go back to the TDR & commerce commission and lay another official complaint showing them the issue is not resolved

I would not worry about the charges for testing as these will need to be refunded

Tomahawk66

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Master Geek
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#3484939 28-Apr-2026 10:08

Linux:

@Tomahawk66 Was the issue resolved after your friend made the calls? SparkNZ should be refunding all impacted customers and if not the commerce commission should be taking them to task!

Nothing is resolved. Spark are trying to tell him those undisclosed transfer calls the business landline made to the mobile numbers of the business are his responsibility to pay. Direct opposite of what they told me.

It's getting even murkier now but I'm not writing about that on this public forum.

Tomahawk66

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Master Geek
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#3485036 28-Apr-2026 13:34

Linux:

@Tomahawk66 If I was you I would test it today and call the LN and see if you are billed for mobile calls and if you are go back to the TDR & commerce commission and lay another official complaint showing them the issue is not resolved I would not worry about the charges for testing as these will need to be refunded

@Linux I did it. Spark lied. Nothing has changed at all. I once again, doing exactly what I did the other times have been charged for the transferred call to the mobile phone. I have screen snipped the unbilled call.

Spark are unethical liars!

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Linux

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#3485037 28-Apr-2026 13:39

They are not liars but front line staff not understanding

Tomahawk66

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#3485039 28-Apr-2026 13:54

Linux:

They are not liars but front line staff not understanding

They have directly lied. Spark sent me this:

"Thank you for contacting Spark about the mobile charges on your account.

I sincerely apologise for any confusion caused regarding the charges for the local business number you called. After carefully reviewing the situation and consulting with our business team, they have confirmed that these charges were applied in error.

As you are not an authorised person on the account in question, I’m unable to discuss the specific steps we’ll be taking to resolve this matter.

I hope this clarification has been helpful and has resolved your concerns."

They have not resolved the matter at all. It has just happened again. And they told TDR that the matter was resolved. Like hell it has been.

Goosey

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#3485040 28-Apr-2026 14:05

When did they send you that communication…like weeks ago, or only within the last 5 working days?

have you had a new bill since? When you log into your account, can you see any adjustments?

Linux

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#3485044 28-Apr-2026 14:20

Goosey:

When did they send you that communication…like weeks ago, or only within the last 5 working days?

have you had a new bill since? When you log into your account, can you see any adjustments?

@Goosey @Tomahawk66 tested today and the charges are still happening

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