# Mobile Phone Billing Complaint
Date: 5 October 2026
Parties and reference: Customer: Lucas Avery, 31 Ash Street, Manchester M20 4PX. To: Complaints Team, Meridian Mobile Ltd. Account EXAMPLE-MM-8416.
## 1. Service and complaint
Dear Complaints Team, I make a formal complaint about roaming add-on charges on my monthly mobile-service account. My core airtime plan costs £22 per month. I cancelled the separate £15 monthly roaming add-on through your app on 18 June 2026, effective before the next billing period, and received confirmation EXAMPLE-CAN-0618. I am not asking to cancel the core airtime plan in this letter.
## 2. Incorrect charges and previous contact
Despite the cancellation, the bills dated 1 July, 1 August and 1 September each include £15 for the add-on, totalling £45. Those bills were collected by direct debit. I contacted customer support on 7 September and 21 September and was promised an account correction, but no refund or explanation has arrived. Please register this formal letter without discarding the earlier complaint history; my first expression of dissatisfaction was on 7 September.
## 3. Evidence and requested correction
I enclose the app cancellation confirmation, three bills, payment records and support-chat transcripts. Please refund £45, remove the add-on from future bills and confirm that no adverse credit reporting or collection charges arise from this dispute. If you say the add-on remained active, identify the contract term relied on and the cancellation record considered. I continue to pay the undisputed £22 core monthly charge.
## 4. Response and alternative dispute resolution
Please acknowledge this letter and provide a substantive response within 14 days. That is my requested response period, not a claim that the law mandates a refund within 14 days. Please identify your Ofcom-approved alternative dispute resolution scheme. If unresolved after six weeks from my first complaint, or earlier on receipt of a deadlock letter, I may approach that scheme under its rules. I understand Ofcom generally does not determine individual billing disputes.
## 5. Contact and sign-off
Please reply through my secure account inbox and preserve the cancellation and support records. I request no change to my telephone number or loss of service while the undisputed plan remains paid. Any proposed settlement should explain whether it is a refund, account credit or goodwill payment. Yours faithfully, Lucas Avery, signed 5 October 2026.