Your provider will issue a non-itemised bill for the offered service.
You have the right to ask for your itemised bill to see how the services were charged. Some operators charge you for the issuance of an itemised bill. As well, you can either receive it in electronic format or access it online.
The itemised bill must contain, among others, information on the monthly flat rate for your subscription and the billing cycle.
Bear in mind:
- you must pay the bill despite whether you receive it or not;
- failure to pay the bill in due time may trigger penalties, service suspension or contract termination, while the payment obligations remain valid;
- when your service has been suspended, you may be charged a reconnection fee.
The itemised bill must contain:
- billing cycle;
- monthly flat rate for your subscription;
- connection/installation/reconnection/disconnection fees, as applicable;
- equipment lease/ provision fees, as applicable;
- other charges for additional services, if applicable;
- discounts/ free services you have benefited from and how they are granted, if applicable;
- the total amount charged, including VAT;
- a phone number where you can request additional information on the itemised bill;
- exchange rate applied, as the case may be.
About what, how and where you can complain
If you want to complain to your provider about the billing service, we advise you to consult the Complaint Handling Procedure, a document that must be found on the provider’s website.
N.B. For each complaint you submit, the provider must give you a registration number.
Warning! Check it in your contract whether the provider allows you to not pay the contested bill/amount until the complaint has been settled or it requests the payment of the whole amount within the due term, being bound to refund the contested amount at the complaint settlement (usually, by discounts granted in the next billing cycle).
If you are discontented with how your provider settled your complaint, you may address the National Authority for Consumers Protection.
In this situation, ANCOM can provide counselling and mediation, but cannot sanction the provider. See the Notify ANCOM section.
Erroneous billing may occur in several situations. The provider’s failure to implement the offer you contracted, due to a human error, may be one of them. Generally, the operators’ exchanges are digitalized, secured systems, their parameters are permanently checked, which significantly reduces the possibility of occurrence of a charging error. On the other hand, the legal provisions in force do not empower ANCOM to check the accuracy of the traffic records in a provider’s exchange.