How to dispute a Tesco Mobile bill
Receiving an unexpectedly high or incorrect mobile bill can be frustrating. You have consumer rights that protect you from unfair charges. This guide will walk you through the steps to challenge and resolve a billing error with Tesco Mobile.
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Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If your bill contains charges for services not provided as agreed, or if the billing itself is inaccurate due to a lack of reasonable care, you have the right to dispute these charges. Furthermore, as an Ofcom-regulated provider, Tesco Mobile must adhere to a complaints code and is legally required to be part of an Alternative Dispute Resolution (ADR) scheme, such as CISAS or Ombudsman Services: Communications. If your complaint is not resolved to your satisfaction within 8 weeks, or if you receive a 'deadlock letter' sooner, you can escalate your case to one of these independent bodies for a binding resolution.
Step by step
- 1Carefully check your Tesco Mobile bill against your contract and usage history. Identify specific disputed charges, dates, and amounts.
- 2Contact Tesco Mobile customer service. Explain clearly why you believe the bill is incorrect. Provide any evidence you have, such as screenshots of usage or contract terms.
- 3If the issue is not resolved, ask for your complaint to be escalated. Request a 'deadlock letter' if 8 weeks pass without resolution, or if they state they cannot resolve your complaint sooner.
- 4If Tesco Mobile cannot resolve your complaint, or if you receive a deadlock letter, take your case to an independent Alternative Dispute Resolution (ADR) scheme. For mobile services, this will be either CISAS or Ombudsman Services: Communications.
What they'll say, and your comeback
“You must have used the data or made the calls, our records are accurate.”
Comeback, My usage records or contract terms contradict your billing. I expect an explanation for the discrepancy, not just an assertion.
“These charges are part of your agreed terms and conditions.”
Comeback, I was not clearly informed of these specific charges, or they fall outside the reasonable expectation of the service I signed up for. The Consumer Rights Act 2015 protects against unfair terms.
“We cannot adjust the bill once it has been generated.”
Comeback, An incorrect bill must be rectified. I am entitled to pay only for services properly rendered and accurately charged, as per the Consumer Rights Act 2015.
FAQ
What if Tesco Mobile insists the bill is correct?
If Tesco Mobile maintains their position, and you still believe the bill is wrong, you should escalate your complaint to an independent Alternative Dispute Resolution (ADR) scheme. They will review your case impartially.
How long does it take to resolve a bill dispute?
Tesco Mobile has up to 8 weeks to resolve your complaint internally. If it is not resolved within this timeframe, or if they send a 'deadlock letter' sooner, you can then take your case to an ADR scheme. ADR processes typically take several weeks.
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A self-serve tool, not a law firm. General information, not legal advice.