I would like some help on my wife's mobile phone bill with yourselves please that I pay for. We have just had a call with someone by ringing your 789 no. but to be honest we came away with no idea what was going on, the line was dreadful and we could not make out half of what was being said.
My wife has had her phone with you for years and always stays within her monthly allowances in fact her mobile data is always being rolled over. However, she has now been told that there will be extra charges of £46 added for what we do not know other than we think he said going over her data allowance.
This seems impossible with the amount she had built up and the fact that she doesn't use her phone on Mobile Data when at home as we have Wi-Fi through yourselves. With the lockdown the only place she goes is to care for her mum, so we questioned these extra charges and can we see the bill for these.
However, he said he could not share details of these with us for some reason and the amount would be billed next month.
I would like to see the itemised bill for these extra charges so we can dissect this and see where these extras may have been encountered.
I am aware it is not my name on the bill however, if someone would message me I can put you in contact with my wife to send this detail through.
Have you logged in to view Bills on the Mobile Account online? Each bill gives a breakdown of usage (individual calls, texts, dat usage) and I’d expect you will be able to identify any charges that are out with the package/plan your wife has.