Case Studies - Billing (including roaming)

TDR Case Note T015741


The Customer had a debt to the Provider of $10,500 incurred when using 0900 numbers. The Customer had previously received a large account from the Provider and had requested an 0900 bar on his account. He submitted he also asked for a credit limit to be placed on his account so he would not receive another large account. The Provider submitted it does not have facilities to place voluntary credit limits on its customer's accounts and its Terms and Conditions provide that the Customer is liable even if there was a credit limit in place. The Provider also advised it could find no case notes that would support the Customer’s submission. The only note of relevance was where the Customer had asked the 0900 bar be removed from his account. 

Adjudicator’s decision

The Adjudicator found there was no documented evidence to support the Customer’s submissions. The Provider produced written notes taken at the time of contact with the Customer and its terms and conditions. The Adjudicator preferred the written evidence and found in favour of the Provider.

Final outcome

The complaint was dismissed.