Customers Need Protection From Unexpected Mobile Phone Bills
Citizens Advice Want Better Protection For Mobile Phone Customers From The Companies Themselves
A charity wants providers to do more to help customers avoid getting into debt.
Citizens Advice has labelled mobile phone companies the worst private sector debt collectors, and said customers should be allowed to take their own steps to limit usage to avoid racking up bills they cannot pay.
A report by the charity concluded that companies; sometimes play a significant role in people getting into mobile phone debt'' after analysing 26,600 cases from last year totalling almost £11 million.
They’ve suggested companies should help customers keep a lid on their bills by offering them a chance to set a monthly limit in a similar way to credit card accounts.
The report also ranks mobile phone companies as the worst private sector debt collectors on measures such as resolving disputes, setting affordable repayment plans and contactability.
Samantha Smith from West Derby got charged £5,500 for using her mobile phone on holiday in America. She told us;
‘I couldn’t believe it. I thought it was an error… In the end I had to go and get legal advice’
‘It’s ridiculous; there was no safeguarding at all. I’d been with my provider for 10 years and never missed a bill, never got myself in debt.’
‘Even when I asked to pay it back monthly they gave me eight months… that’s like £700 a month! That’s a high mortgage!’
Samantha managed to get her bill quashed but it stayed on her credit history until she managed to get it removed a year later.
She agrees mobile phones should be clearer about which charges are in place and when you’re in danger of going over.