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Despite writing to cancel my service, I kept receiving bills

We were contacted by a vulnerable consumer who, despite writing to their telecoms provider in January 2020 to request to cease all services, continued to receive bills.

The consumer contacted their provider on a number of occasions and, despite speaking to numerous staff and receiving confirmation that the matter was resolved, continued receiving bills and getting charged.

The consumer accrued charges totalling over £400.

Action

In June 2020, we started liaising with the consumer's telecoms provider on their behalf to get to the bottom of the issue.

Resolution

In July 2020, we received confirmation that the consumer’s services had finally been stopped. In addition, all of the accrued charges were waived.

The telecoms provider also apologised for failing to action the consumer’s request back in January and for the stress and inconvenience caused to them.