Billing

Although the vast majority of bills are accurate and fair, sometimes things can go wrong.

Your bill may be inaccurate due to system or human errors. It may be worryingly high for reasons you don’t understand, or you may even get a bill that’s the result of fraud.

Whatever the problem, we hope you will find some practical help here. Simply click on a topic below.

Disputing bill items

There are times when you may receive a bill which has charges that you do not recognise, or that you dispute having made. This can range from call charges to charges for other services such as voicemail.

Refund

Under Ofcom regulations, phone companies have to provide their customers with a bill that represents correct usage. To achieve this, phone companies with a relevant turnover of £40 million must have their billing systems approved by an approval body. However, even with these measures, from time to time errors will occur.

Unable to pay

Sometimes our personal circumstances can change unexpectedly. If you are having difficulty paying your bill, you should discuss this with your service provider; they may decide to offer a payment plan to help ease the pressure.

Debt collection

If you’re disputing a bill, having the outstanding amount referred to debt collectors can be extremely worrying. Whilst a service provider is entitled to chase money which they believe is owed, when this is in dispute, we would expect them to take this into consideration.

Credit limit

A credit limit is where a service provider places an upper limit on your account and may restrict your service once you reach that limit. Credit limits are usually put in place to protect service providers by preventing consumers from running up large bills that they may be unable to pay.

Fraud

If an account has fraudulently been set up in your name, you should bring this to the attention of your provider as soon as possible. These matters are particularly serious and are likely to be investigated by your service provider and maybe even the Police.

Compensation

Sometimes we can be unhappy with the service provided to us and believe we should be compensated for our experience.

Anything else?

If the topic you are looking for is not here, you may wish to look and see if it is in one of the other areas. For example, some issues can fall between both billing and charges.

If you are still unable to find the advice you are looking for, you can contact our Advisory Team on: 0300 123 3333 or 020 7981 3040.

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