TalkMobile - High Phone Bill

tantallon64

Recently I changed my son's plan on TalkMobile to increase his data to 1 GB per month. I was considering moving to Tesco Mobile due to their capped tariff however when I discussed this with Talk Mobile they said that they could cap the bill at £10 per month. The monthly tariff is £8 per month. Good deal I thought.

Last week we had some issues with our internet at home and my sons data use increased. As a result it has gone over his data allowance.

On checking his unbilled usage online we are now sitting at a bill of £230 for this month. I spoke with Talkmobile earlier this week and they have said that the £10 limit is a guidance. I do not remember any such discussion stating that it was only a guidance. They are currently reviewing their call recordings and have agreed to call me back.

I wanted to know what options are available to me. If they state that it is a guidance and enforce the contract then I feel that I have been mis-sold this contract. Should I complain to OfCom?

Can anybody else provide any suggestions on the next course of action?

grumbler

AFAIK, Ofcom doesn't deal with individual complaints. It's the ombudsman that does: http://www.talkmobile.co.uk/help-and-advice/complaints-procedure.

And from now on make it a rule not to rely on anything salespeople tell you and request all important information confirmed in writing or by a e-mail. Or, at least, double-check it yourself:

3.11. ....we may set a credit limit on the Charges you may incur during each calendar month (we call this a "Credit Limit"). ...Once we have established that you have exceeded your Credit Limit (which may take some time particularly if using your roaming service), the Services will be suspended until payment of all Charges (including any reconnection charge) has been made and you will on attempting to make any call, be automatically diverted to our customer services to arrange such payment.
3.12. Please note that the Credit Limit does not act as a bar and you may be able to incur Charges which result in you exceeding your Credit Limit. If this happens, you will still be liable to pay for all Charges incurred in excess of your Credit Limit.

http://www.talkmobile.co.uk/legal/terms-and-conditions#collapse1

macman

Tesco Mobile are the only provider offering a capped tariff.

tantallon64

Thanks for the help.

Talkmobile are currently reviewing my phone discussions at their end. My view is that they should not have offered me something they could not provide. If they can't cap the bill then they should not agree to it. From memory when I asked if they could cap my bill they said they could, particular when I mentioned Tesco mobile. Agree that I should have read the small print and asked for confirmation in writing.
Fingers crossed that once they review the call discussions when I took out the tariff they find that they offered a cap. Seems strange that they can offer a guideline of £10 but you can go over this amount by so much. If you can't provide it then don't offer it.

rwalton159

TT mobile told me they can cap my bill at £1

I have yet to do this but I'm going to call them now to see what the max is and make sure there's a cap in place.