We will always willingly and thoroughly investigate billing queries but to save time, we respectfully ask you do everything you can to determine if there is a genuine case to dispute by checking the disputed bill or charge thoroughly and against your records. The most common billing disputes arise from:
- Your first bill and not taking account of pro-rating. Joining us part way through a month commonly results in a first bill where line rental exceeds one calendar month, to take account of the joining date. Please check the dates published on your invoice.
- User(s) on your account exceeding any inclusive allowance or accessing services not included in any inclusive allowance - most commonly, excessive data use or calling chargeable numbers. Check what we publish in your my.plan account. We provide comprehensive detail of all charges incurred.
- Your account managers adding products on your behalf. Always check with your account managers, first!
To view the full itemisation of current and historic charges, from the dashboard of your my.plan account. Go to:
USAGE & CHARGES > CURRENT/HISTORIC > select from the sub-categories