Letter to complain about a phone, TV or internet bill

This advice applies to England. See advice for See advice for Northern Ireland, See advice for Scotland, See advice for Wales

Use this letter template to complain to your supplier about a problem with a bill for your phone, TV or internet service.

It should help the trader understand your point of view and their legal obligation to sort out the problem.

You can send the letter by post or copy the text into an email. If you’d prefer to talk to the trader on the phone or in person you could read it out to them.

To find out more about when you should use this letter, see our advice on how to dispute a phone, internet or TV bill.

Sam Hoolin

8 Park Avenue
Arlton
AL1 4CA

sam123@mail.com

01632 960001

EZFone

24 Station Road
Giltham
GT16 3LP

22 May 2024

Account number: A632145/2012

Reference number: JH556612

To whom it may concern,

Re: Complaint against EZFone

I have been charged the incorrect amount for my internet usage. My contract states I have an allowance per month, but I am being charged daily for each separate connection to the internet.

I enclose a cheque to cover the part of the bill which isn’t disputed.

send me a revised bill and explain why I have been charged extra in this way.

I understand you have 8 weeks to resolve my complaint before I can go to the telecommunications ombudsman. If we haven’t agreed a resolution about my complaint before the 8 weeks have lapsed, I will request a deadlock letter from you and take my complaint to a telecommunications ombudsman.

I first contacted you about this on 22 October 2022. This was by email. I have calculated that the 8 weeks will have lapsed on 17 December 2022.

Yours faithfully,

Sam Hoolin

Further help

Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help - a trained adviser can give you advice over the phone. You can also use an online form.

If you’re in Northern Ireland, contact Consumerline.

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