Yes, you are indeed paying, from the moment the call is connected and you're greeted with "Welcome to ABC company"

Call queuing is what makes 0870 worse.  If someone just answered every call, then they would have to pay a member of staff wages for every minute that you spend on the phone.

However with call queuing, they receive the revenue from the 0870 call, even though the call is being dealt with by machines, therefore not having to pay for any human interaction.  In some bad cases, people hang up after 20 minutes without the call being handled at any point by a human.  Machines don't need wages, so the 0870 revenue in those circumstances are almost all profit.

This adds alot of profitability to companies using 0870, and alot of cost onto the general public.

So next time you're in a queue not only are you wasting time by being on hold, but you're paying the company you're calling for the privilege.

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Ignore that message hang on and you will eventully get connected to customer services.