Billing rights
Question
Five months ago I told my phone company that they didn't appear to be billing me for any calls. They said this would be corrected but I wouldn't be charged for the missing calls. However, today I received a bill which included charges for the last three months. They tell me that since it was their error I can spread the cost is there any legal limit as to how many months the costs can be spread over?
Answer
Since it was their mistake that you were not initially billed for calls, and they told you that you would not be charged for them after you drew it to their attention, you should have good grounds for complaining about the charges being made.
The first step would be phoning the regular customer services number of your mobile phone company. Tell them what has happened and explain why you don't think you should be billed. If that doesn't work, most companies should have a formal complaints procedure. Look for it on their website or ask customer services.
There is no legal limit for how long costs can be spread, it's down to an agreement between you and the company. But in this instance you seem to have a strong case for not having to pay anything at all.
For more help and information, contact the Consumer Direct helpline on 08454 04 05 06. You could also try your local Citizen's Advice Bureau. Information about making a complaint about mobile phone companies is available from OFCOM, the industry regulator.
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Question answered by CAB
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