BBG Communications: $27 for a 1-Minute Phone Call

May 27, 2009 by TFB

I survived driving on the left in Ireleand, its narrow, winding, and bumpy roads, and what must be more than 300 roundabouts.

The GPS maps for Europe I bought for $110 turned out to be a good investment. My vacation would have been much more stressful without the GPS.

As far as money is concerned, things worked out OK. They accepted my World MasterCard for rental car insurance. That saved me about $300. There are a few stories and observations I'd like to share over the next few days. The first story is $27 for a 1-minute phone call.

After I finished the paperwork for getting my rental car, I headed to the ATM machine to get cash. To my chagrin, it didn't work. After I entered my PIN and the desired amount, the machine just spit out my card with a message saying "this transaction cannot be completed." I tried five or six times with different amounts, but the results were the same. I tried it at a different ATM. Still the same thing, although the two ATMs were from the same bank (Bank of Ireland).

My immediate reaction was that my card declined the withdrawal because I was doing it from an international location. Before I left, I called them to let them know my travel plans. Maybe they didn't record it correctly. No problem, I thought. There's a phone number on the back of my card which I can call collect from outside of US.

I called collect to that number, but the automated system said it couldn't complete the call. I tried to get an operator to help me place the collect call, and the operator told me he couldn't do it either.

I panicked. Not having access to cash would make it really difficult for my vacation. I also wasn't thinking clearly because of the jet lag. It was 2:00 a.m. in my time zone. It had been 22 hours since I got up. I only had off-and-on naps on the plane.

I decided to call that number on the back of my ATM card straight, with my credit card. I got a recording, which gave me a different number for lost and stolen cards, and a message saying customer service is available between 8 a.m. and 8 p.m. Eastern Time. A few days later I found out that 1-minute phone call cost me $27.

In the grand scheme of things, $27 isn't a large amount. When you are traveling in a different country, you end up paying a lot more than the locals do. You don't have time and resources to shop for good deals. The foods in tourist places are both bad and overpriced. I could've easily saved $27 elsewhere during my vacation.

But still, $27 for a 1-minute phone call is excessive, don't you think? I will dispute it with my credit card company because the rate was never quoted to me, nor accepted. I don't expect to win though. I don't think the credit card companies are on the cardholders' side.

The company that ripped me off is BBG Communications. The name that appeared on my credit card as a pending authorization was originally BBG Luxembourg. It's a global company that prays on tourists from payphones, airports and hotels worldwide. Ripping off people is BBG's business model:

Remember that name and stay away! Class action plaintiff attorneys should sue this company out of business. [Update on October 22, 2009: I was contacted by a class action attorney who is investigating BBG. If you would like to contact the attorney or to be contacted, please use my contact form and give me your e-mail address. I will forward the attorney's contact info to you.]

If I wasn't sleep deprived, there were a number of things I could've done in that situation. I could've tried to find an ATM machine from a different bank. When I did that a few hours later at a different location using a machine from Allied Irish Bank, my ATM card just worked. I could've tried using the debit function for a purchase at the airport, just to see if the card blocked international transactions. I could've tried withdrawing cash using my credit card. A 3% cash advance fee plus interest for 10 days is still a lot less than $27. I could've looked for a calling card for 5 or 10 Euros for my call.

There are also a number of things I could've done before I left the U.S. which would prevent me from getting into the panic situation in the first place. An ounce of prevention is worth a pound of cure. Lessons learned from my cash woes:

1. Never, ever make a call with your credit card, both in and outside of U.S.

2. Before leaving the U.S., call the toll number on the back of the cards you plan to use and ask about their hours of operations. This will also confirm that the number hasn't changed.

3. Have a backup for getting cash. It can be a second checking account with extra money in it. Or it can be Traveler's Cheques. Many banks and credit unions sell Traveler's Cheques without a fee. AAA also sells them without a fee if you are a member. Unused Traveler's Cheques can be deposited back to a checking account like any other checks.

4. Get a calling card that works from outside of U.S. Many calling cards that work in the U.S. also work from outside of U.S. You just need to know the access number in the country you are traveling to.

For example, I use OneSuite for long distance calls in the U.S. OneSuite has international access numbers in 25 countries. Ireland happens to be one of them. Their rate isn't the lowest but it isn't outrageous either. Had I known the OneSuite access number, my 1-minute phone call from Ireland would be $0.51, not $27.

The Verizon/MCI calling card sold at Costco also has international access numbers from 138 countries. Because the minutes never expire on the Verizon/MCI card and it works from practically anywhere in the world, that makes it a good all-purpose emergency calling card. Had I known the Verizon access number, it would be $0.25 a minute, not $27.

I learned these lessons the hard way so you don't have to. Live, learn, and share. That's the purpose of this blog.

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Comments

30 Comments on BBG Communications: $27 for a 1-Minute Phone Call

  1. Wai Yip Tung on May 28, 2009 | permalink
    2.  

    Bring some cash. Never count on the ATM card alone. My worst fear is it will confiscate your card after 3 failure.

  2. Wai Yip Tung on May 28, 2009 | permalink
    3.  

    $27 is crazy. I made a one minute roaming call to the AT&T wireless customer service and they charged me $3. I thought they are robbing me already.

  3. ZXT on May 30, 2009 | permalink
    4.  

    $27 per minute is absurd! Good thing you only got a recording and didn't able to talk to a live person or else you might end up talking for 5 minutes or worst more if you put on hold.

    This is the reason why I bring some cash whenever I travel just enough to last me a couple of days just in case there would be a problem with ATM's. I also take note of the access number overseas. In my case I also use Onesuite so I write down the local access number plus the rate so I know what charge I'm expecting for using the service which is usually way way lower than using my mobile (roaming) or like in your case BBG Communications.

  4. Catherin on June 1, 2009 | permalink
    5.  

    That is weird… My bank called me yesterday to ask for a pending autorization from BBG communication in Luxemburg… and I didn't use my card for a while… and not to make any phone call…

  5. Rahul Joshi on June 3, 2009 | permalink
    6.  

    My story is also same, for a 1 minute local call BBG Communication charged me 17$. I was in hurry at the airport, saw a payphone, first tried to call using coins but it was not connecting , then tried to call using debit card, after that call got connected but was shocked to see 3 transaction for BBG Communication. In total they charged 17$.One should avoid using payphone with card.

  6. bbush2325 on June 12, 2009 | permalink
    7.  

    we gat charged $111.41 for 17mins.

  7. heyhey123 on June 15, 2009 | permalink
    8.  

    yea mine was $53.53 for 8 minutes.

  8. Mary on June 19, 2009 | permalink
    9.  

    $45 for 3 minutes, US from Paris. What can we do about this?!

  9. TFB on June 20, 2009 | permalink
    10.  

    @Mary – My credit card dispute is still being investigated/processed. I suggest you also file a dispute with your card. First you may win. Second, even if you don't win, BBG will have to spend (wo)manpower on responding to the disputes. BBG's bank may charge BBG a fee for processing each dispute because the bank also has to spend (wo)manpower on responding to the disputes. If every BBG's charge comes back as a dispute, BBG's bank may cut BBG off from processing credit cards. That's the end result I'd like to see. Also write to California state Attorney General. BBG's US business appears to be in San Diego.

  10. Márcio on June 20, 2009 | permalink
    11.  

    A one-minute call from a payphone at Caesar's Palace Casino (Las Vegas) to a cell phone in New Jersey costed my son exactly $20.44.

  11. DH on June 26, 2009 | permalink
    12.  

    I actually called BBG Communications and got them to dismiss the charges because the rates were not disclosed and I had never heard of nor used their system before. I'm sure that was only a one-time deal, but I think they've had so much difficulty with people disputing the charges that they'll grant you a reprieve as it's less costly for them (and there are plenty of people who never think to call them and ask!)

  12. Jantho on July 11, 2009 | permalink
    13.  

    I also used my credit card to make a call, but the prices were clearly outlined.. Now a week later BBG Luxembourg is charging me AGAIN with 6 Dollars after they allready made me pay the dollar as written in the cabin.
    Weird company

  13. SUMMER KENTON on July 15, 2009 | permalink
    14.  

    I MADE TWO PHONE CALLS FROM OUR COSTA RICA HOTEL ROOM, NEITHER OF WHICH WERE ANSWERED (BY THE PERSON I WAS CALLING), AND I WAS CHARGED A TOTAL OF $83.85! NO RATES WERE DISCLOSED AND I PLAN TO DISPUTE THE CHARGES AS WELL, FIRST BY CALLING THEM, AND IF NO RESOLUTION, WITH MY CREDIT CARD/ DEBIT CARD COMPANY. THIS IS INSANE!

  14. Ryabchikov on July 16, 2009 | permalink
    15.  

    I made 3 min telephone call from Davos, Switzerland to Moscow for which I paid same day from visa card 1 USD. Then 10 days later BBG subtracted from my card 31 USD without any explanations.
    I think it is criminal company and it should be punished.

  15. Franko on July 16, 2009 | permalink
    16.  

    I made 2 one-minute calls from Narita airport in Tokyo to Seoul ( it's not that far…)and they charge me 66 US$!!!

    First they charged me 1 US$/call, even for some calls that nobody answers, which was ok…but 66 US$ for 2 one-minute calls, no way!

    There is no way I am going to let them screw me like that…I'll sure call them and contact my credit card company to contest the bill…

  16. SUMMER KENTON on July 17, 2009 | permalink
    17.  

    I CALLED AND SPOKE TO "CINDY" (07/15/09) WHO TOLD ME THE CHARGES HAD TO "POST" TO MY ACCOUNT BEFORE I COULD DISPUTE THEM. WHEN THEY INDEED POSTED (07/17/09), I CALLED BACK AND SPOKE WITH "SCOTT" WHO WAS NO HELP AT ALL – WHEN I ASKED TO SPEAK TO SOMEONE HIGHER WHO COULD HELP ME, HE TOLD ME I NEEDED TO CALL BACK AND GET ANOTHER REPRESENTATIVE. HE WAS A JERK! HE PROCEEDED TO EXPLAIN TO ME THAT I SHOULD HAVE CALLED THE COMPANY FROM MY COSTA RICA HOTEL ROOM (BEFORE I EXECUTED THE CALL TO FLORIDA) AND HAVE ASKED FOR THEM TO DISCLOSE THE RATES. THE RATES OF: $30-45 DOLLARS FOR THE FIRST 5 MINUTES, $1.00 CONNECTION FEE, $3.99-5.99 FOR EACH ADDITIONAL MINUTE AFTER FIRST 5. THAT IS CRAZY! MY CALLS WEREN'T EVEN ANSWERED BY A HUMAN; THEY RANG UNTIL THE VOICEMAIL PICKED UP AND THEN I HUNG UP! IF I HAD KNOWN I WAS GOING TO GET CHARGED ($84.35) FOR THE FREAKING CALLS I WOULD HAVE AT LEAST LEFT A MESSAGE- AND PERHAPS HAD ONE WAY PHONE SEX FOR 5 MINUTES ON THE VOICEMAIL! I FEEL SO SCREWED AND I DIDN'T EVEN ENJOY IT! BEWARE OF THESE SCAM ARTISTS!!!!!!!!

  17. Aneri on August 6, 2009 | permalink
    18.  

    Just got a call from my bank as well….$27 for 1 minute – but talked for 20 seconds. Yeah, that's some new math that makes them a fortune…a**holes!

  18. Betsy M. on August 7, 2009 | permalink
    19.  

    My son is in the UK and just had the EXACT SAME EXPERIENCE as you did with BBG Telecommunications. I wish I had seen your column before he made the phone call. Thanks for putting this info out there.

  19. Yacila on August 14, 2009 | permalink
    20.  

    I made a phone call from Geneva to Peru the 8th of August. It didn' t work and it costed 1 euro. Now I have a bill of almost 30 euros with the same number of reference, for "buy phones articles the 11th" with the BBG name in my credit score…They are stealing…
    Can you help me? I am student and I need the money.
    Thanks

  20. Rachel on August 14, 2009 | permalink
    21.  

    I was just charged $49 for leaving a 30 second message. I made the call from a hostel in Costa Rica to the U.S. I am going to try to dispute the charges as well.

  21. Jules on September 8, 2009 | permalink
    22.  

    The same thing happened to me- I was charged $41 for a quick two minute call. Sucks!!!!!!!!!

  22. Colby on September 11, 2009 | permalink
    23.  

    Same here. $87 for a four minute local phone call from the airport in Prague to a hotel in the same city.

  23. Jeffrey on September 23, 2009 | permalink
    24.  

    Can anyone who has tried to resolve this give me a hand? I have the same story, a $76 charge for 1 phone call that lasted roughly 10 minutes. When I called the number listed on my credit card statement the guy who answered the phone would do nothing unless I gave him my entire credit card number. I explained to him that I was calling to dispute a charge from his company and was not comfortable giving him my credit card number. If he wanted the last 4 digits or my name and some other info I told him I would provide it. He wouldnt move past getting my credit card number and I eventually hung up. Am I right here? I really dont feel comfortable giving that out over the phone to some guy whose company already ripped me off. Has anyone actually had success resolving this? Thanks, Jeff

  24. TFB on September 23, 2009 | permalink
    25.  

    Jeffrey – I disputed the charge with my credit card company. They credited me and I never heard about it again.

  25. francesca woolls on September 23, 2009 | permalink
    26.  

    I used my debit card in a Sydney payphone to make a call to the UK and was only on the call for 30 seconds maximum leaving a voice mail. I've now been charged 3 times for $57.59, $15.81 and $3! One of the transactions on my statement is listed as 1800-185-615 LUX, does anyone know if this is the company BBG Communications and is there anything I can do?

  26. Erica on September 28, 2009 | permalink
    27.  

    i was charged to charged for 78 and 89 dollars also my boyfriend who i called and spoke with for less than 5 minutes was charged 99 dollars

  27. Les Durham on October 16, 2009 | permalink
    28.  

    I called from a phone in Heathrow. One was a voicemail, the 2nd was a 2-3 min quick call. I'm being charged almost $90. The phone was clearly marked with: "International calls for 40 pence a minute". Unfortuneately I didn't have any English change so I put it on my debit/credit card. I would not have looked at my statement for awhile if it was merely a credit card, and possibly not have even noticed it when I did. This is what these scam businesses intend on happening. I'm refuting the call and I'm thankful someone mentioned they have a company in the U.S. because they will be called also.

  28. Les Durham on October 16, 2009 | permalink
    29.  

    EVERYONE, MAKE SURE YOU REFUTE THESE CALLS!!!!!!!! START WITH YOUR CREDIT CARD COMPANY AND SEE IF THEY HAVE ANY MORE SUGGESTIONS BUT JUST MAKE SURE IT'S DONE.

  29. TFB on October 22, 2009 | permalink
    30.  

    To all who are watching this thread – I was contacted by a class action attorney who is investigating BBG. If you would like to contact the attorney or to be contacted, please use my contact form and give me your e-mail address. I will forward the attorney's contact info to you.

  30. Steve on October 28, 2009 | permalink
    31.  

    £2.20 English Sterling for a phone call which connected for only 2 seconds before I hung up (it went to voicemail)
    That was from a British Telecom Phone Box which is disgraceful

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