I would also like to add to my complaint that I have maintained my contract with you for more than two years via direct debit and have consistently paid all invoices on time, with no delays or payment issues whatsoever.
For this reason, I find it particularly concerning that I have discovered charges that I do not recognise and have never authorised. My contract was approximately £18 per month; however, I have noticed that significantly higher amounts have been charged, including services and a second SIM card that I have never requested or used.
I request a full and thorough review of my entire account and billing history in order to determine when these charges began, who authorised them, and on what contractual basis they have been applied.
I consider this situation to have caused me financial loss, significant inconvenience, and considerable distress, particularly given that I have been experiencing serious personal and medical circumstances in recent months, which have affected my ability to promptly review and address these irregularities.
Despite contacting customer services on numerous occasions and attending several of your stores in person, I have not received a clear explanation or a satisfactory resolution.
I therefore request a full and independent investigation into my case, a refund of any incorrectly charged amounts, and consideration of appropriate compensation for the financial loss and inconvenience caused.
If this matter is not resolved satisfactorily, I will escalate my complaint to the relevant consumer protection and alternative dispute resolution bodies in the United Kingdom for formal investigation into the handling of my account and the charges applied.
[Mod edit - change subject title so not showing full name. Please do not post personal details in the community]
