Backbilling for prepaid mobiles

While 'prepaid' connotes that a consumer cannot go into debt, the TIO has in the past received complaints from consumers who have received bills for prepaid mobiles for amounts above the value of their prepaid purchase. The TIO considers that companies should not send bills where prepaid mobiles have been allowed to go into debt, because the average consumer could not be expected to know that this was possible and may well have chosen a prepaid version over a contracted phone to avoid the possibility of running up a debt. Unless there are exceptional circumstances, the TIO will expect a company to waive any such debt.

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