![]() ![]() If you’re the only person named on the bill, the service provider can chase you for the full amount even if other people used the service, for example other people you live with. If you think someone else should pay the bill If they don’t respond to your complaint or you don’t agree with their decision you can use an alternative dispute resolution (ADR) scheme.Ĭheck which ADR scheme your provider belongs to on the Ofcom website. Make a formal complaint through the company’s complaints procedure if they keep charging you. You’ll need to contact the company to claim any refund you’re owed.Ĭontact your bank if the provider refuses to refund you or continues to take payments - they’ll investigate and might be able to get your money back. You can cancel any direct debits through your bank - this will stop the company from taking any more money from you. If you have, contact the company and ask them for a full refund and to stop taking payments. If you get a bill after you've cancelled or switchedĬheck you’ve followed your provider’s cancellation process. Check your terms and conditions or look on your provider's website. Your provider might charge you for a late payment if you don’t pay the bill and your dispute is unsuccessful. This is an organisation or person who is independent and will examine the case from both sides to reach a decision they think is fair.Ĭheck which ADR scheme your provider belongs to on the Ofcom website. If they don’t respond to your complaint or you don’t agree with their decision, you can use an alternative dispute resolution (ADR) scheme. Check their website to find out how to make a complaint. If your provider doesn’t reply or you're unhappy with their response, you can complain through their internal complaints procedure. If you speak with your provider on webchat, save the chat and keep this for your records. ![]() If you are sending a letter by post, send it recorded delivery if you can and get proof of postage. Use our template letter to write to your service provider. why you’re disputing the bill - say which charges are wrong or what your billing limit is.your customer account or reference number.If you write a letter or email to your service provider to dispute the bill, you should include: Check your provider's website for their contact details - they’ll have a phone number, address and email or webchat. To dispute your bill, contact your provider and tell them you’ve been charged too much. Tell your provider you've been charged too much Ask your provider to reduce the bill to the limit you agreed. If your provider charges you more than the billing limit without asking your permission, you don’t have to pay the extra. This is the maximum amount you've agreed your provider can charge you for each bill. If you started, renewed or extended your phone contract after 1 October 2018, provider's have to let you set a 'billing limit'. If you're charged more than your billing limit If you think your provider has got your bill wrong, contact them and ask them to reduce it. There might be a good reason for it being higher than normal - for example, you used your phone abroad or bought some films on your TV. You should double-check your bill before disputing it. You’ve been charged more than your billing limit You can challenge your bill if it’s more than you were expecting. This could be because your provider’s got your bill wrong or you don’t think you should pay it because you’ve been a victim of fraud. You might be able to dispute your bill if you think you’ve been charged too much. ![]()
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