Frequently Asked Questions

1. Who are TeleBilling?

TeleBilling is an independent billing and collection provider. TeleBilling operate a range of billing and collection services to help collect funds for third party content providers. TeleBilling bill direct for calls that have been made rather than the call charges appearing on your line providers telephone bill.

2. Why have I received an invoice?

The invoice sent indicates that calls were made to a special rate telecom services from your telephone. Statements are sent to either a repeat customer or are a new customer where our services department has contacted the number on the statement and attained a name and address for billing purposes.

3. My phone is a pre-paid mobile why have I been billed for these calls?

The special rate service used is charged separately and not through your network operator. All call charges and the billing methods are explained in full to the caller at the start of the call. The terms and conditions described were confirmed by continuing the call and form part of the agreement between the caller and the content provider and the billing provider.

4. How did you get my address?

The telephone number called from is logged by our computers. Customer services have then contact the calling number and ask to speak to the owner of the telephone to request the billing address. If we have incorrect information please help to establish who used the special rte service so we can re-direct the bill accordingly. Incorrect details will be removed from our database on request in line with date protection guidelines.

5. Why is the bill in my name when I do not own the phone (or I didn't make the calls)?

If the telephone is yours and you are unaware of the calls made from it, you are still responsible for any debt that is incurred by accessing special rate services from your telephone.

6. Why are all the calls of the same duration?

Some of our client’s services have a minimum duration. This may be the call duration shown on your bill, not the time connected. If more specific timings are needed for calls they can be obtained from our customer services.

7. When are pricing details given?

All call charges and the billing methods are explained in full to the caller at the start of the call. The terms and conditions described were confirmed by continuing the call and form part of the agreement between the caller and the content provider and the billing provider.

8. How was the contract entered into?

9. How is a minor allowed to access an Adult service?

Minors are NOT permitted to use ANY special rate telecoms services. TeleBilling takes all reasonable measures to prevent unauthorised access to their client’s services. *SAFEGUARDS* There is a pre-recorded message prior to ALL telecom services asking for age verification. Any minor that proceeds past this warning commits an offence. If the minor continues with the call they may gain entry into a chat-room where the operator will verify the age of the caller. If the operator suspects the caller is a minor they will be disconnected and the telephone number barred from using the service. Some of our client offer adult services via our direct billing service. Where an adult service is offered robust warnings are given insisting the nature of the service and the requirement to be over 18 to continue.

10. How can I stop further calls from my telephone?

Please contact our customer services and we will have your number barred from accessing these services. From point of contact our system will take 48 hours to complete the barring process.

11. How can I prove the call was not made?

Calls made from any type of telephone are recorded with your telephone company. Please contact our customer services with all relevant information. We will need written proof from your phone company that these calls were not made. This may be a telephone bill or something similar.

12. How can you be sure that it was my number that called?

All telephone numbers are logged when calls are made. If a number calls with a hidden or barred number they are stopped from connecting and referred to customer services. In some circumstances we are able to retrieve conversations that have occurred between the caller and the service accessed.

13. I didn't actually make the call am I still liable for the bill?

If you are the registered telephone owner you are liable for all calls made from the telephone. It is assumed in law that you have given permission to the person making the calls therefore accepting to pay any cost they have incurred while using your telephone.

14. My telephone was stolen?

Please contact customer services with either: 1. your crime reference number from the police authority that dealt with the theft, or 2. A letter from your network operator confirming that you have requested a block on the stolen sim card.

15. I only just purchased the telephone?

Please contact customer services. You will need to provide proof of purchase. Your number will be barred from the system.

16. Can I pay monthly?

In certain cases where you are having trouble making payments we may able to offer an instalment plan. Please contact customer services to discuss your case.

17. How can I make a payment?

a. Click here and pay your bill securely online. You will need the Customer number supplied on your invoice.
b. You can make a credit card payment by calling the customer services department on 0871 246 3500*
c. You can send a cheque or postal order through the post either stating the customer number clearly or including the payment slip found at the bottom of your invoice to:

TeleBilling PO box 60263 London EC1P 1GP
Please do not send cash through the post
Please quote account number with all payments
*Calls to 0870 numbers cost 10p per minute from BT landline, other networks and mobile cost may vary.

18. Refunds

In cases of stolen handsets or disputed charges, please contact our customer services department by phone on 0871 246 3500* or email: customercare@tele-billing.com or by post: TeleBilling PO Box 60263 London EC1P 1GP *Calls to 0870 numbers cost 10p per minute from BT landline, other networks and mobile cost may vary.

19. Can I opt out of future cross promotions?

To opt out of the cross promotional lists please call our automated service from the phone that your wish removing. The number is 0870 333 2820*. Opt-outs should become active across all TeleBilling clients with 7 working days. Opting-out this way will only remove the CLI from our client’s lists. We are unable to remove number from other content and service provider list. * Calls to 0870 numbers cost 10p per minute from BT landline, other networks and mobile cost may vary.