EEnormous bills, Ofcom fine and how to complain about incorrect bills

Today, Ofcom, the telecommunications regulator, fined EE around £2,700,000 for overcharging its customers

The Ofcom investigation concluded that EE made fundamental billing mistakes. It cannot investigate individual complaints. However, you can inform them of problems and if a significant number of people do this regarding the issue then it can investigate and take action. So whilst Ofcom investigates large scale issues what should you do if your ‘phone bill is wrong?

Consumer expert Helen Dewdney, The Complaining Cow and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! provides us with her top tips:

  • Check your bill! It may seem obvious but most of us just pay by direct debit and forget all about it. This would have been the case for many of over 32,145 EE customers who were charged £1.20 a minute instead of 19p a minute when phoning 150 (customer services) in the EU. There are still 60,000 affected EE customers who have not been traced. Ofcom has instructed EE to continue attempts to trace them. So if you are an EE customer and you phoned 150 from within the EU between 1 July 2014 and 20 July 2015,check your bill and contact EE!
  • Act quickly in writing. You can call but you won’t have a record or evidence of what they have said they will do and laws on using this evidence in court are not clear. Likewise, unless they give their permission for you to do this you won’t be able to use it in court should you need to do this. You can use online chat if available. Don’t trust that this will be emailed to you even if they say it will be! Why you should write not ‘phone to complain effectively for more.
  • Don’t cancel direct debits. Tempting as it may be to do this, don’t! It will confuse the issue and may affect your credit rating.
  • Escalate! If contacting customer services doesn’t get a satisfactory response, write to the CEO (contact details on ceoemail.com. The CEO is unlikely to respond in person but you should get his/her team responding on their behalf. If still not satisfied ask for a deadlock letter (you don’t need to do this if more than 8 weeks has passed since your initial complaint) and take the matter to the Ombudsman. CISAS or Ombudsman Services, depending which the company is a member. It is free to the customer to do this.
  • Know your rights! Under the Consumer Rights Act 2015 you are entitled to receive services that are carried out with “reasonable skill and care” and therefore if the company messes up your bills this is not “reasonable skill and care”. The company must put you back into the position you were in before the mistakes arose. If mistakes are made by the company then you can assert that under the company is in breach of contract so therefore if you want you can terminate early without paying any penalty. If the company’s mistakes have caused you to incur overdraft charges, then these too must be refunded.

In 2016 Ombudsman Services investigated 42,963 complaints about communications providers. 39% were billing complaints (this does not exclusively mean ‘wrong bills’ – it encompasses all billing complaints).

All you need to know about complaining to telecom providers for links to various posts regarding all sorts of issues regarding your telecom provider.

Top 20 Tips for complaining effectively

GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

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