Case Studies - Billing (including roaming) - Sales

TDR Case Note T10681 (2015)


The Customer purchased and used a calling card from a retail organisation (not the Scheme Member provider) and discovered that his mobile phone account was much higher than usual. He complained to TDR that there was insufficient information on the packaging to alert him to the possibility of charges over and above the cost of the calling card. He also stated that he was unsure if the product had the cardboard surrounding it. However, he also stated he did not read the essential terms written on the cardboard.

The Provider had advised the Customer that he had purchased the wrong card for use with his mobile phone. It relied on the terms and conditions relating to the product and the information provided on the packing.

Adjudicator’s decision

The Adjudicator considered the information provided on the packaging of the product was an important and went on to find that a reasonable, regular user of calling cards would have checked the packaging for the terms and conditions of use but this Customer had failed to do so. The Adjudicator also found that the Provider had taken reasonable steps to inform purchasers of the cards about the actual charges when using a mobile phone.

Final outcome

The complaint was dismissed.