Mobile broadband - Overcharged for services
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If you have been overcharged by your mobile broadband provider contact them as soon as possible to rectify the issue. There could be a number of reasons why you feel as though you have been overcharged for your service – maybe you have a problem with your service and have not been able to access paid-for features, or perhaps you have been billed more than you agreed to pay due to an error on the part of the supplier. First contact Customer Services via resolver to understand the cause of the issue.
If you are unhappy with your broadband provider’s response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.You should know
- If you are unhappy with your service provider’s initial response, you should contact their customer services department via Resolver. Give clear details of your case such as what happened, when, and why you are complaining.
- The company should acknowledge your case with 14 days.
- If the company doesn't respond to your issue, then you should escalate your case to the next level. Resolver will remind you when the time comes!
- Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.
The Consumer Rights Act
Your rights mainly come from the Consumer Rights Act. The Consumer Rights Act sets out what you should expect from goods or services, giving you specific rights when things go wrong.
Taking things further
If the matter isn't resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. Resolver knows which one to send your case to. We'll package up your communications and all supporting documentation and send it all to the relevant ombudsman.
The ombudsman will then undertake an independent investigation of your case for free. You can still take your telephone provider to court if you don't agree with the outcome, but only use this as a last resort. You should always seek legal advice before taking a matter to court.
If you need additional assistance
If you need additional advice and guidance on the issue you can contact your local Citizens Advice.
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