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Raise dispute

Mobile phone - billing and debt collection

  • Published Nov 18, 2022
Shutterstock 1828983605

A case study in which the consumer was told they had completed and paid their contract in full.

Issue

The consumer called their provider to make a payment on their account as they wished to cancel and move to a new provider. They knew they were at the end of their contract and so wanted to settle the account before moving.

The consumer was given the balance to pay and made the payment over the telephone. They say they were told there was nothing else outstanding.  However, several months later, the consumer checked their credit file and they have received a default notice.  It transpired that there was a final amount to pay but says they were not told about it.  The consumer had moved out of the address the provider had for them.  As a resolution they wanted the default removing and large compensation payment for the anxiety caused.

Provider response

The provider acknowledges that there may have been some confusion caused during the call to customer services and the balance given at the time was what was due anyway.  As this was before the account was cancelled, its reasonable to expect a final bill to be issued. The provider confirms it issued bills to the account property and it was not aware that the consumer had moved.

Our decision

On review of the complaint, we accept that there may have been some confusion caused in relation to the balance on the account and that time, although we do not have a call recording we cannot be certain that the consumer was not made aware that a final bill would be issued.

We found that the consumer was no longer at the account address but highlighted that it is the consumers responsibility to ensure that the provider is made aware of any such change.  Had the provider have received a change of address, it is likely that the consumer would have been aware of the remaining charges on the account after cancellation.

While we cannot agree that the balance should be removed and the credit file amended due to the consumers omissions, we did conclude that there were some shortfalls in customer service and required a small goodwill award for this, along with a written apology.

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