KCOM overcharging

HelenRachel

Hi

I'm posting this on behalf of my sister in law.

My sister in law has had a contract with KCOM for her internet and phone for the past four years. As far as she was aware she had signed up to an unlimited broadband contract. She phoned back and checked at the time and KCOM confirmed to her twice over the phone that her contract was unlimited. She gets a bill every month for about £40. Just before the summer holidays £800 was added to her bill. She rang them to find out what had happened. KCOM said that they had gone over their internet usage for the past three months racking up about £800 worth of charges. She told them it was unlimited and they said that she was on a 500GB contract and that she had gone over. They had told her via the KCOM email service which she doesn't check. She was obviously very upset about this. KCOM said as a good will gesture they would reduce the bill by £300 and let her pay in installments over the next three months. They have now sent her a bill for the total amount (minus the £300) to be paid immediately. They also said that they would only let her have unlimited broadband if she took out a new 18month contract which she did. Unfortunately that was at the beginning of the summer holidays so out of the 14day cooling off period. Shes not in a position to pay the total amount in one installment. If anything it needs to be small installments (£30 ish) every month until its paid off. I also feel that shes been taken advantage off and railroaded into paying what is an unfair bill. We are also with KCOM and pay £60 a month for unlimited phone, internet and the TV. I think KCOM have failed her by not notifying her properly (phone call or letter) when her bill was going over so much and by not having a record of it being unlimited access. What can I do to help her?