Wrong bills - what to do [3 May 1998]
Wrong bills are still appearing. As there is no evidence that they'll stop appearing, I've done a lot of asking around and here is a suggested course of action (but read the disclaimer):
If you pay by Direct Debit
- Stop it immediately at your bank and by phoning Customer Services on 0181 244 1111, following up your phone calls with a letter of confirmation to the bank copied to Customer Services;
- Tell Customer Services you're paying the outstanding bill, and all subsequent bills, by something other than Direct Debit;
- Pay the amount you think the bill should be for, accompanied with a covering letter and evidence of mistakes (a marked-up copy of the bill or a list of the affected calls and what should have been charged for them; the Videotron tariffs are here);
- Send Customer Services a copy of this letter;
- Make sure that you are absolutely clear, in your letters, that the bill is being disputed;
- All letters to Customer Services should be sent Recorded Delivery (to provide proof of receipt) to Cable and Wireless Communications, Customer Services, 11-29 Belmont Hill, London SE13 5AU.
If you pay by other methods
- Follow the third to sixth steps above.
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