Help challenging incorrect phone bill

robotmummy

We recently signed up to an 18 month contract for phone and broadband with Primus and our first bill includes charges for a number of phone calls that we didn't make.

We've called Primus to report this and have been told there's no fault on the line. They say that they will investigate further, but that we will be liable for the calls if no fault is found.

I'd be grateful for any advice on how to proceed if they don't find a fault. It may seem like I'm jumping the gun here, but I also had a number of issues getting broadband access and don't have much faith in a speedy resolution.

Buzby

Unfortunately, they have the metering equipment and you do not. Just like any utility, charges not made by the account holder may well have been made by a third party, but are still correctly charged. Is the line cross connected with another? The only way to find out is to put a recorder on the line that records all activity, then cross check that with the bill. As it stands, you need to prove a negative (VERY difficult) and if the technical check shows nothing, you remain liable.

robotmummy

Thanks Buzby. They say they've tested the line and it isn't cross-connected, but there's in excess of 20 calls on one day - all made when we were at work - so something is obviously wrong. Fingers crossed they find a fault.