mobile phone company ripping me off

firely2327

Hi. I've just noticed that my mobile company (who I've been with from 2007-2011 and again when I returned in the UK in 2014-present) have charged me in excess of £60 for calls to international landlines on my last bill, despite me having, and always having, an international add on! And I'm phoning the same numbers each time (family).
I've had this issue once before a few months ago, where they charged me because they said I didn't add the special three-digit number before the international number before calling. They told me that having the number stored in my phone, even with the prefixed number, sometimes didn't work properly so I had to dial it manually to be sure. I found this strange given that I'd been doing this since 2007 without any issues. In any case, I agreed to dial manually in future, which I do now.


So shocked at the bill amount this month. When I phoned they said that I didn't put the three-digit prefix in front of the number. That's absurd as I did do it manually, as they had instructed a few months ago. I feel they're ripping me off. There's obviously something wrong with their system. Also, on my SIM-only contract, they supposedly give me 4G of tethering allowance. I've rang about 6 times to complain that the phone won't allow me to tether about 19 times out of 20. They can't seem to fix it and keep suggesting I turn my phone off then on again. Duh! I've obviously tried this, and done a factory reset twice as per their instructions. They're just in capable of solving the issue.
My biggest fear is that as they've changed their SIM-only contracts a few months ago and did away with my original plan, giving me a new one, I'm not sure if I'm now tied into the new one for 12 months (or the remaining 9-10 months, whatever it is). I've no intention of staying with such con-artists and want to go elsewhere... :(


What are my rights in this case can anyone please tell me? How can I legally fight them to get refunded for these international calls and break all ties with them once and for all?
Thanks

macman

A new plan/contract renewal will normally tie you in to a new minimum term, Only you and your provider will know how long that new term is, since you don't state the provider or tariff, but usually a 12m minimum. Refer to the t and c's of your contract.
You can make a formal complaint about the calls issue, but even if you get a refund, that won't release you from your minimum term contract early without penalty.
You can only 'legally' fight them by taking a civil action via the small claims process, but you'd be foolish to do that before going through the supplier's own complaints procedure. To do that you need to submit a formal written complaint |(by letter, get a proof of posting, forget phone or emai|). The ball is then in their court and they have 8 weeks to resolve it or deadlock it-only then can you go to the regulator as an alternative to a civil action.

firely2327

Thanks Macman
They backed down and refunded me the calls on the last bill, but this bill they're still charging me. Before they agreed the first refund they'd blankly refused so I told them I was leaving (apparently wasn't tied into contract ) and cancelled my direct debit in advance of the new period beginning 4 days later. They then phoned me back and offered the refund and apology, so I told them to reinstate the direct debit. Now two days ago I found they've charged me for more international calls and, to add insult to injury, a £5 charge to my bill as I've no direct debit set up. Ridiculous.....
I'll write to them, as you say, and hopefully get it sorted. Am on the hunt for other providers now too