If you notice an error on your V4 Consumer bill, it’s important to address it as soon as possible to avoid any potential complications. Here’s what you should do:

1. Review Your Bill Thoroughly

• Check the Details: Carefully review all the charges on your bill, including the service fees, any additional services or equipment charges, and VAT. Make sure that each charge aligns with your understanding of your plan and services.
• Compare with Previous Bills: If possible, compare the bill in question with your previous bills to identify any discrepancies or unexpected charges.

2. Gather Supporting Information

• Document the Error: Make a note of the specific charge or charges you believe are incorrect. Include the amount, the description of the charge, and why you believe it’s an error.
• Prepare Relevant Documents: Gather any relevant documents, such as previous bills, your contract, or any communication with V4 Consumer that supports your claim.

3. Contact V4 Consumer’s Billing Support

• Live Chat: The quickest way to resolve a billing issue is through our live chat service, available during our opening hours:
  • Monday-Friday: 09:00 AM - 06:00 PM
  • Saturday: 09:00 AM - 02:00 PM
  • Sunday: Closed
• Phone Support: If you prefer to speak directly with a representative, you can call our Billing Support Team at 0330 043 1434 (Option 3). Be ready to provide your account details and explain the nature of the error.
• Email Support: You can also email us at billing@v4consumer.co.uk with a detailed explanation of the error. Include your account number and any supporting information to help us investigate the issue.

4. What to Expect After Reporting the Error

• Investigation: Once you report the error, V4 Consumer will investigate the issue. This may involve reviewing your billing history, checking system logs, and verifying any related transactions.
• Correction: If an error is confirmed, V4 Consumer will correct it, and you’ll receive an updated bill reflecting the correct charges. Any overpayments will be credited to your account or refunded, depending on your preference.
• Follow-Up: You should receive confirmation of the resolution, either through email or a follow-up call, detailing the steps taken and the outcome.

5. Keep Records

• Document Your Communication: Keep records of all communications with V4 Consumer regarding the billing error, including dates, times, and the names of the representatives you spoke with. This documentation can be helpful if further issues arise.