IT’S the bill many of us dread to open after going over allotted call minutes or internet usage.
But Bill Frost had to rub his eyes in disbelief when he saw his mobile phone bill – a staggering £81,286.81.
The exact breakdown was £67,739.01 for call usage, plus £13,547.80 VAT.
The stunned 59-year-old chef from Southsea, who normally pays T-Mobile about £60 a month, was able to calm down when he later realised he had also received a second bill saying he was £81,286.81 in credit.
The bills cancelled each other out, leaving Mr Frost with no money to pay.
But he was still furious about the stress it caused him and the feedback he says he received when calling T-Mobile’s customer service centre.
Mr Frost, of Lawrence Road, said: ‘It was a bit of a shock.
‘They said “this is just a computer error”.
‘I asked if I am going to get an apology and they said computers can’t apologise.
‘I said “this is a huge sum of money”.’
Mr Frost said he eventually got through to a line manager.
He explained: ‘She said “what do you want us to do?”
‘I said “I would like an apology”.
‘She said it was the computer that made the error and not the staff.’
He was angry that there appeared to be no-one to speak to over the phone to make a formal complaint.
Mr Frost put his complaint in writing to T-Mobile.
Mr Frost added: ‘When they are trying to sell you something they are all over it. But when you have a complaint, it’s impossible to speak to anyone.’
He does not plan to renew his contract at the end of this month.
A spokeswoman for T-Mobile said the error was generated when Mr Frost returned a dongle – a device which connects to the internet – to the company.
She added: ‘As a result of an internal system error, an incorrect charge was listed on Mr Frost’s mobile bill. We immediately identified it and cancelled the charge with no attempt made to obtain money from his account.
‘We always strive to offer the best customer service experience possible and therefore are investigating the circumstances around this matter. We have also written to Mr Frost to explain what has happened and to apologise for the inconvenience caused.’