Billing blunder at Carphone WarehouseCarphone Warehouse billing error

16 January 2006

Carphone Warehouse has admitted to a billing mistake that left customers fuming over 'lost' free minutes.

The mobile phone giant sent some customers a text message last week that warned them that their phones were running out of credit.

Worried consumers contacted the company's call centre. Which? reader Ken Kasriel was told that a system error meant he had lost his 200 free call minutes.

Software glitch

He said: 'Carphone Warehouse told me there was a problem with its database and admitted it had left a lot of people unhappy.'

But when we contacted Carphone Warehouse it denied that any customers had lost free minutes. It said the text message was generated automatically when a software glitch delayed 20,000 customers' bills.

Normally, a text message is automatically sent to people who are approaching their credit limit to stop customers getting in to debt, the company said. It added that customers should receive their delayed bills within the next few days.