Overcharging
Phone and internet bills should show what you agreed to. There should be no surprises.
TIPS
How you can work with your provider on overcharging issues
Check the charges on your bill match what you agreed to when you signed up.
Contact your provider and ask them to explain the charges.
Ask your provider to investigate any mistakes and refund any overcharged amounts.
Write down any conversations with your provider.
Keep paying for charges you are not disputing.
GOOD PRACTICE
What we expect your provider to do
If you’ve reported an overcharging issue, your provider should:
Show proof
Your provider should prove that every charge on your bill is accurate and matches what you agreed.
Keep your service on
Your provider cannot cut off or suspend your service while you are disputing charges.
Investigate the high bill
Your provider should review the bill and waive or refund the money if they can’t explain the charge within a reasonable time.
Stop credit action immediately
Your provider cannot send any outstanding charges to a debt collector while you are disputing the charges.
Ready to make a complaint?
10-20 minutes
OUR CONSIDERATIONS
We look at what went wrong, what your provider told you and if they did enough to fix it.
What your provider told you when you signed up
If your provider can show the charges are accurate
How your provider investigated the dispute and if they shared the results
If your provider took any credit action while you disputed the charges
If your provider refunded any overcharged amounts
If you are having difficulty paying your bills
POSSIBLE OUTCOMES
Depending on your situation, we may ask your telco to...
Give you a refund
Pay back or credit you for the time your service didn’t work or wasn’t connected.
Waive charges
Remove any charges they cannot show you agreed to.
Offer a payment plan
Set up a payment plan if the high bill is correct but you cannot afford it.
How we've helped others
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