Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T014621


The Customer’s account was in arrears and the Provider entered into two separate payment agreements with the customer. Both of these agreements were breached by the Customer and the account was referred to a debt collection agency. The Customer complained to TDR in respect of the debt collection fees because she felt it unfair the Provider had referred the debt in her particular circumstances.

The Provider submitted it was correct in its decision to refer the debt because the Customer was aware of the arrears and had changed her contact details without advising the Provider.

Adjudicator’s decision

The adjudicator found the Provider was correct when sending the debt for collection. Its Terms and Conditions state that the Customer must:

  1. keep the Provider advised of changes of contact details
  2. pay the money owed to the provider, and
  3. pay the costs associated with collection of debts

Final outcome

The complaint was dismissed.