If you’ve been billed for a service you didn’t order, it’s important to take immediate action to resolve the issue and prevent any further incorrect charges. Here’s what you should do:

1. Review Your Bill Carefully

• Identify the Charge: Start by reviewing your bill to identify the specific service you were charged for. Note the amount, the service description, and the date of the charge.
• Check Your Account: Log into your V4 Consumer account to see if the service is listed there. Sometimes services can be added by mistake or due to a misunderstanding.

2. Contact V4 Consumer Billing Support Immediately

• Phone Support:
• Call to Report the Issue: Contact the Billing Support Team at 0330 043 1434 (Option 3) as soon as possible to report the incorrect charge. Be ready to provide your account number, details of the charge, and why you believe it’s incorrect.
• Live Chat:
• Real-Time Assistance: Use the live chat feature on the V4 Consumer website during business hours to report the issue and get real-time assistance.
• Email:
• Document the Issue: Send an email to billing@v4consumer.co.uk with a detailed explanation of the situation, including any relevant details about the service you were incorrectly billed for.

3. Request an Investigation and Refund

• Ask for an Investigation: Request that the Billing Support Team investigates the charge. This may involve reviewing your account history and checking if the service was added mistakenly.
• Demand a Refund: If the investigation confirms that you were billed for a service you didn’t order, request a full refund of the incorrect charge. Ask for confirmation of when the refund will be processed and how it will be applied (e.g., credit to your account, refund to your payment method).

4. Monitor Your Account

• Check for Resolution: After reporting the issue, monitor your V4 Consumer account and billing statements to ensure that the incorrect charge is removed and no further unauthorized services are added.
• Next Billing Cycle: Review your next bill to confirm that the refund has been applied and that no similar charges appear.

5. Prevent Future Issues

• Verify Orders: To avoid similar issues in the future, ensure that all services ordered through your account are verified by you or an authorized user.
• Account Security: Consider changing your account password and reviewing any account security settings to prevent unauthorized changes.

6. Escalate If Necessary

• Contact Complaints Department: If the issue is not resolved to your satisfaction, or if the Billing Support Team fails to provide a timely response, escalate the matter to V4 Consumer’s Complaints Department at 0330 043 1434 (Option 6).
• Ombudsman Services: If you’re still unsatisfied after escalating the issue within V4 Consumer, you may consider contacting the relevant ombudsman service for independent review and mediation.

7. Document Everything

• Keep Records: Document all communications with V4 Consumer regarding the incorrect charge, including emails, chat transcripts, and notes from phone calls. This documentation can be valuable if the issue escalates.