Dispute a mobile, phone, internet or TV bill

Summary

You can challenge your bill if it’s more than you were expecting. Your bill might be too much because: * you’ve been charged more than your billing limit You should double-check your bill before disputing it. There might be a good reason for it being higher than normal - for example, you used your phone abroad or bought some films on your TV. If you think your provider has got your bill wrong, contact them and ask them to reduce it. If you started, renewed or extended your phone contract after 1 October 2018, provider's have to let you set a 'billing limit'. This is the maximum amount you've agreed your provider can charge you for each bill. If your provider charges you more than the billing limit without asking your permission, you don’t have to pay the extra. Ask your provider to reduce the bill to the limit you agreed. To dispute your bill, contact your provider and tell them you’ve been charged too much. Check your provider's website for their contact details - they’ll have a phone number, address and email or webchat. If you write a letter or email to your service provider to dispute the bill, you should include: * your customer account or reference number * why you’re.

Key information

• •your provider’s got your bill wrong
• •you’ve been charged more than your billing limit
• •your name, address and contact number
• •your customer account or reference number
• •copies of the bill you are disputing
• •why you’re disputing the bill - say which charges are wrong or what your billing limit is
• •You can challenge your bill if it’s more than you were expecting. Your bill might be too much because:
• •You should double-check your bill before disputing it. There might be a good reason for it being higher than normal - for example, you used your phone abroad or bought some films on your TV.
• •If you think your provider has got your bill wrong, contact them and ask them to reduce it.
• •If you started, renewed or extended your phone contract after 1 October 2018, provider's have to let you set a 'billing limit'. This is the maximum amount you've agreed your provider can charge you for each bill.
• •If your provider charges you more than the billing limit without asking your permission, you don’t have to pay the extra. Ask your provider to reduce the bill to the limit you agreed.
• •To dispute your bill, contact your provider and tell them you’ve been charged too much. Check your provider's website for their contact details - they’ll have a phone number, address and email or webchat.

Practical guidance

• •Source: [Dispute a mobile, phone, internet or TV bill](https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/dispute-a-phone-internet-or-tv-bill/)

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