Case Studies - Customer Service - Billing (including roaming)

TDR Case Note T015096


The Customer’s debt with the Provider was referred to a debt collection agency. The Customer accepted there was money owing on her account and she had entered into several agreements to pay off the money owed. When the Provider did not receive payments by the due date the debt was transferred to the debt collection agency. 

The Customer submitted she had not received any email invoices for the account. The Customer had a new email address.

The Customer complained to TDR that the Provider had referred the debt to the debt collection agency when she had been paying the debt off. The Customer wanted the debt collection fee waived and her name removed from the credit listing agency. 

Adjudicator’s decision

The Adjudicator held in favour of the Provider, finding that the Provider was justified in referring the debt to a collection agency when payments had not been made on a regular basis.

Final outcome

The complaint was dismissed.