Sure customers urged to check their bills for extra charges

Thursday 01 February 2018

Customers who took a mobile package with Sure before the beginning of last year are being urged to check their bills to make sure they haven't overpaid, following a ruling from the industry watchdog.

The Channel Islands Competition Regulatory Authorities (CICRA) is warning customers they shouldn't have been asked to continue paying an amount for their phone handset as part of their package, once it had been paid off. Sure says the problem affects around 2% of their customers.

The problem contracts were first discovered by Citizens Advice in the UK.

CICRA investigated the situation and found some Sure customers in Jersey were also on these contracts, which haven’t been sold since the start of 2017.  

Sure have admitted that two percent of their customers remain on these ‘legacy’ contracts so they will be automatically moving them onto one of their ‘SIM only’ plans instead.

Pictured: Sure have changed their mobile phone price plans as they no longer offer 'handset inclusive' packages. 

Sure's Chief Marketing Officer, Alistair Beak said: “We will write to all affected customers to ensure they are aware of the move and invite them to speak with us if they’d like further explanation or to ensure they’re on the best tariff for their needs.

“We would also like to reiterate CICRA’s call to encourage Channel Island mobile users to regularly check their tariffs and contract situation to ensure they receive the best value for money. Islanders can call us or visit our Sure stores to learn more about our price plans” he added.

Although the overcharging has been deemed as ‘unfair’ by a number of UK consumer bodies as well as CICRA, it is not illegal as it’s all covered in the terms and conditions within the contracts. This means Sure do not have to reimburse the overpayments to the customer according to CICRA’s Director, Louise Read.

Mrs Read told Express; “If any customers feel that they’ve overpaid and want some money back they should raise a complaint with Sure, and if they’re not satisfied with the response they can come to CICRA."

Other mobile operators also sold ‘handset inclusive’ contracts but withdrew them around five years ago.