Billing issue mobile network users experience with their provider in the UK 2017

This statistic displays the billing and customer service related issues for mobile phone reported by users in the United Kingdom (UK) in 2017. The highest reported issue was that the bill was a lot higher than expected with a share of 26 percent.

Share of most common billing and customer service related issues reported by mobile phone network users during recent contact with providers in the United Kingdom (UK) in 2017

Share of contacts
Bill was a lot higher than expected26%
Bill contained items I shouldn't have been charged for25%
Bill was inaccurate23%
Getting a refund, credit note or cashback11%
Payment issues*11%
Costs of international and roaming calls8%
Didn't do what they said they would do6%
The format of the bill6%
Took too long to resolve issue6%
Rude/dismissive6%
Gave incorrect information5%
Pre-pay credit lost or not credited to card5%
Unable to get through to anyone4%
Unable to get through to relevant person3%
A different issue4%
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Source

Release date

March 2017

Region

United Kingdom

Survey time period

December 2016 to January 2017

Number of respondents

1,360 respondents

Special properties

All who complained about mobile phone service in the past 6 months - Billing and Customer service complaint

Method of interview

Online survey

Supplementary notes

This question was phrased by the source as follows: "And more specifically, which of the following best describes what the complaint you contacted [Provider] was concerning? - Billing and Customer service"
*including setting up/making a payment, non-direct debit charges.

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