How to dispute a phone or internet bill in the US, Canada and Australia

Start by finding the charge

Phone and internet bills often bundle a lot into one total: the plan price, device payments, taxes, fees, one-time charges, credits that ended, and sometimes charges from third parties. Before you call, work out exactly which line is wrong and why.

Look at:

• The plan price compared with your contract or order confirmation.

• Promotional credits. A discount that quietly expired is a frequent reason a bill goes up.

• One-time charges such as activation, installation, late fees or equipment fees.

• Usage charges for data overage, roaming or international calls.

• Third-party charges for subscriptions or content billed through your phone account.

• Prorated charges after a plan change, which can make one bill look unusually high.

Sample mobile bill · Northgate Mobile (synthetic)

Plan: Unlimited Plus $65.00 · Autopay discount −$5.00

Device payment 14 of 24 $27.50 · Premium content: StarText Daily $9.99

Data roaming 09/02–09/05 $40.00 · Taxes and fees $11.82 · Total $149.31

Two lines stand out: a $9.99 content subscription you may not recognize, and $40 of roaming. Each needs its own question: for the first, who authorized it; for the second, what the roaming rates were and whether you were told.

Step 1: Contact the provider first

In all three countries, the official complaint bodies expect you to try the provider first.

When you call or chat:

• give your account number and the bill date;

• name the exact line and amount you're disputing;

• say what you want: a credit, a refund, a corrected bill, a plan change or a block on third-party charges;

• ask for a complaint or reference number;

• write down the date, the name of the person and what they agreed.

Follow up in writing if the call doesn't resolve it.

A short complaint you can adapt

Re: Account [number] · Bill dated [date]

I'm disputing the charge of $[amount] for [line description] on my bill dated [date]. [One or two sentences on why: not authorized, not the agreed price, service not provided.] Please remove the charge and send a corrected bill, or explain in writing why it applies. My complaint reference is [number].

Ask about third-party charges

If you find a subscription you didn't sign up for, ask the provider to remove it and to block third-party charges on your account. The US Federal Trade Commission has long recommended that wireless carriers offer customers a way to block all third-party charges.

Step 2: Escalate to the right body in your country

United States

The Federal Communications Commission (FCC) takes consumer complaints about phone and internet billing at fcc.gov/complaints. The FCC says it encourages you to contact your provider first. There is no charge to file an informal complaint. For billing and service complaints, the FCC forwards the complaint to the provider, which is required to respond in writing within 30 days, with a copy to the FCC. Not every complaint is forwarded, and the FCC notes that a complaint may not produce the outcome you want.

Your state's public utility commission or state AG's consumer protection office may also take complaints, depending on the service and the state.

Canada

The Commission for Complaints for Telecom-television Services (CCTS) handles complaints about phone, internet and TV services across Canada. It is free. The CCTS process starts after you have tried to resolve the issue with your provider and couldn't.

The CRTC, the federal regulator, sets mandatory codes for providers, including the Wireless Code for mobile services and the Internet Code for home internet. The CCTS administers these codes and applies them when it handles complaints. The CRTC amended the Wireless Code with changes that took effect in June 2026, so check the current version on the CCTS or CRTC website.

Australia

The Telecommunications Industry Ombudsman (TIO) handles phone and internet complaints, including billing and debt problems. The TIO asks you to raise the problem with your provider first; if you skip that step, it adds five days to your case. The TIO can escalate your complaint to a dedicated team at the provider, ask the provider to propose a resolution within 10 working days, and investigate if you're not satisfied. You can lodge a complaint online or call 1800 062 058.

The Australian Communications and Media Authority (ACMA) regulates the industry and handles rule breaches and systemic problems, but individual disputes go to the TIO.

Common disputes and what to ask for

"My bill went up"

Check whether a promotional credit ended, whether the plan price changed, or whether you were moved to a different plan. Ask: "When did this price change start, and when was I told?"

"I was charged after I cancelled"

Send your cancellation confirmation and ask for the charges after that date to be reversed. If you don't have a confirmation, give the date and channel you used.

"I don't recognize this charge"

Ask who the merchant is, when it was authorized and how. Ask for a refund and a third-party charge block.

"Roaming or overage charges"

Ask what the rate was, whether you received usage alerts, and whether a daily or monthly roaming pass was available.

"Service didn't work"

Give the dates of the outage or fault and ask for a credit for that period.

Keep a record

• Screenshots of the bill and the plan you signed up for.

• Your order confirmation, contract or plan summary.

• Every reference number, date and name.

• Copies of chats and emails.

If you escalate, the complaint body will want to see this.

Have your phone bill decoded

When EasyToDecode opens, you'll be able to upload a phone or internet bill and see every charge explained in plain English, quoted from the page, with expired promotions, unknown third-party charges and one-time fees flagged, plus an editable complaint letter. See how it works or join the waitlist.