Found a charge on your bill that you do not recognise?
Add-on services, content, calls or amounts you do not recognise can appear on your bill without any clear origin. It is worth clarifying them before they repeat in the following months.
Can this be disputed?
There may be grounds to dispute it when the charge does not match a service you requested or used, or is not provided for in your agreement.
Where the amount comes from needs to be checked: some charges result from the agreed terms or from actual use, others may result from an error or from a service activated without being requested.
What to check
These items help to understand what happened and to support the request to the company. You do not need all of them: share what you have.
- The bill showing the charge and the previous bills
- The itemised bill, if available (description and dates of the amount)
- Your agreement and the services you requested
- Whether the same amount repeats in the following months
- Any contact you have already had with the provider about it
How DoLado can help
DoLado analyses your bills and agreement, identifies what is being charged and on what basis, and prepares the complaint with a specific request, such as cancelling or refunding the amount.
Tell us what happened and send any documents you have.
DoLado analyses the situation, checks the applicable rules and prepares the complaint.
You review the text and authorise it. Nothing is sent without your authorisation.
DoLado sends the complaint and follows the company's reply with you.
The final decision lies with the company. DoLado handles the process with you and follows it until there is a reply.
Not sure whether your case can be handled?
Answer four quick questions and see whether DoLado can help. It is free and you do not need an account.
Related problems
Still being charged after cancelling the service?
You asked to cancel, but bills or direct debits keep arriving.
Find out moreHas your provider raised the price during the minimum term?
Your monthly fee went up and you are not sure the increase was allowed by your agreement.
Find out moreIs the service you signed up for not working as it should?
Faults, outages or speeds well below what you signed up for.
Find out more
This page contains general information and does not replace an analysis of your specific case. DoLado is not a law firm nor a public body.