Disputed charges: consumer denies all knowledge of calls made from a mobile

Under the Billing Code, providers must be able to verify the accuracy of their billing. In investigating complaints about disputed calls made from a mobile, the TIO seeks from the member and complainant information that will enable the TIO to verify that a bill is accurate.

From the complainant, the TIO seeks specific details about which calls are in dispute and why, as well as who had access to the mobile at the times in question. Details of the complainant's - and the phone's - whereabouts, together with supporting documentation, are also sought where relevant.

From the Member, the TIO requests information that will demonstrate the accuracy of a bill. Typically, this may include a call pattern analysis, to show whether or not the disputed calls were called previously, as well as information about any general problems with the network during the period in question.

On a case-by-case basis, the TIO may also seek 'raw call' data, which usually includes:

• international Mobile Subscriber Indicator (IMSI);
• international Mobile Equipment Identifier (IMEI);
• cell ID (i.e. the tower through which the call is transmitted);
• the time and date of the call;
• the duration of the call;
• the A and B party numbers.

In assessing complaints about mobile billing, the TIO looks for any evidence of faults, errors or anomalies that may have led to incorrect charging. Where raw call data is obtained from the provider, the TIO also checks this information against documentation supplied by the complainant as to their - and the phone's - whereabouts.

Where there is no evidence to suggest that a complainant has been incorrectly charged for mobile calls, the TIO usually has no grounds on which to direct a company to waive charges. However, in any given case involving disputed charges, the TIO will consider whether or not to apply its position in relation to 'Unlimited credit - financial over-commitment'.

Last updated: 6 August 2003

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