Is your network overcharging you? How to find out and get your money back


Getting in to the habit of checking your bills more regularly is of course the best way to avoid any unfair charges – meaning you can catch mistakes quickly. 

It’s also the best way to make you aware of any expensive habits clocking up extra charges outside of your allowance or as a prompt to increase allowances to avoid penalties. 

You should be sent bill each month by post, email or be able to view them by logging in to your online account.

They include a list of calls, texts and data that have fall outside of your allowance. 

Check this against your allowances to make sure the numbers add up and to see if any look out of place.  

These other extra costs may include premium rate numbers, charity donations or even extra services bought through your phone bill such as films or music.

Remember thanks to new rules introduced earlier this year you can also now ask to add a cap to your monthly bill to avoid any bill shock.  

You can always call customer services to ask what the call was or what the number is. 

If they have no explanation for the charges or they have been miscalculated you may prefer to contact them in writing following this.

It is often better to do this in writing so you can keep a record of any correspondence. Sending it recorded delivery, if by post, will make sure they cannot wriggle out of it by claiming they never received your letter. 

You will want to include your name, address, mobile number and outline the issue with evidence i.e a copy of your bill.

There is a useful tool online, Resolver, which offers templates and guidance on complaining depending on the topic or company.  Citizen’s Advice also have a helpful complaint template.

If the company refuse to budge ask for a letter of deadlock which proves you have done all your can if you need to escalate the issue further.

You can then contact the Ombudsman Services with a complaint about the company. 

Aside from all of the details on what happened and any evidence and correspondence you will want to be clear about what the inconvenience or loss has been and what you think they need to do to put it right.

Once they have made a decision looking at both sides, they will get in contact.


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