Hosted.co.uk Billing Disputes: Double Charging, Hidden Fees & Your Options

When the Bill Does Not Match the Deal

If you have landed on this page, your Hosted.co.uk bill has probably just arrived and it is not what you expected. Maybe it is double the monthly figure quoted. Maybe you are still being billed by your old provider at the same time. Maybe there are line items you have never seen before.

We are Compare The Networks, an independent, OFCOM-regulated business telecoms comparison service. We have been helping UK businesses compare VoIP, mobile and broadband since 2008. We are not affiliated with Hosted.co.uk. This article explains the billing issues that appear most often in 1-star Trustpilot reviews, how to dispute them, what evidence to gather, and when to escalate.

The Billing Issues Customers Report

According to 1-star reviews on uk.trustpilot.com/review/hosted.co.uk, recurring billing complaints include:

1. Double Charging

Being billed by both Hosted.co.uk and the previous provider simultaneously. Direct debits coming out twice for what was supposed to be a single service.

2. Billing During Service Gaps

Being charged during a period when neither the old provider nor Hosted.co.uk was delivering a working service — typically during a prolonged switchover outage.

3. Mystery Fees

Line items on the bill that the customer says were never discussed at the point of sale. Connection fees, porting charges, support tiers, "disaster recovery" packages. See our price misrepresentation article.

4. Higher Monthly Than Quoted

The monthly total is higher than the figure quoted during the sales call. Line rental, number rental, handset charges and support fees add up.

5. Contradictory Explanations

Different support agents providing different explanations for the same charge.

6. Unable to Locate the Account

Customers calling to query charges being told the account cannot be found.

We are not making direct accusations. We are reporting what reviewers publicly state. Read the reviews at uk.trustpilot.com/review/hosted.co.uk yourself.

Before You Call Anyone: Gather the Evidence

If you are going to dispute a bill, your dispute is only as strong as your evidence. Before making contact, collect:

1. The Signed Contract

The full document, including any terms and conditions referenced by it.

2. The Quote or Proposal

Anything you received before signing that set out pricing.

3. All Bills to Date

Every invoice, in order. Highlight the charges you dispute.

4. Bank Statements

Showing the direct debits taken — amounts and dates.

5. Any Sales Emails

Especially those quoting monthly cost, contract term, or "included" features.

6. Notes on Phone Conversations

Dates, times, who you spoke to, what was said. If you have these.

7. Sales Call Recording (If You Can Get It)

Request it in writing from the provider. Providers typically retain these.

Once you have this, you have the basis for a clear written dispute.

How to Raise a Billing Dispute

Step 1: Check Your Bill Against the Contract

Match every line item to a clause in the signed contract. Anything that cannot be matched is a candidate for dispute.

Step 2: Raise It In Writing

Email the provider's billing or accounts team. Include:

Your account number
The specific invoice(s) in dispute
The line items you dispute, with amounts
Why — quote the contract clause, attach the sales email, whatever evidence you have
What outcome you want (refund, credit, correction)
A request that any future communications on this be in writing

Do not phone. Phone calls leave no written trail. If you feel you must call, follow up with an email summarising the conversation within an hour.

Step 3: Set a Response Deadline

In your email, ask for a written response within 10 working days. This keeps things moving.

Step 4: If They Call You, Ask for Written Confirmation

If Hosted.co.uk call to discuss the dispute, thank them and reply: "Please put that in writing and email it to me. I want to review it before responding."

Any legitimate company will respect this. If they refuse, that in itself is evidence for a later escalation.

The Critical Rule: Never Accept Verbal Resolutions

This is the single most important piece of advice on this page. If you take one thing away, take this:

Do not agree to anything over the phone. Get every resolution, credit, refund or adjustment in writing before you accept it.

If the dispute goes to CISAS, the adjudicator reviews written evidence. Phone calls are not evidence. If you accept a verbal credit and the provider later disputes the amount, you have no proof.

Every communication you can, keep written.

What to Do About Double Charging

If you are being billed by two providers at once, or have been charged for a period when neither was delivering service:

1. Stop the Bleeding

If direct debits are still being taken incorrectly, contact your bank. Under the Direct Debit Guarantee, you can reclaim incorrectly taken direct debits immediately. This does not resolve the dispute with the provider but it stops further unauthorised withdrawals.

2. Raise a Formal Dispute With Both Providers

Email each provider separately. Include:

The dates of the disputed charges
The amounts
The reason they should not have been charged (old provider: service was being ported and you had cancelled; new provider: service was not yet live)
Evidence

3. Get Both Sides of the Story in Writing

Sometimes a dispute between you and one provider is actually a dispute between the two providers about when the service transfer completed. Having both providers' written explanations lets you identify exactly who owes you what.

4. Calculate What You Are Actually Owed

Add up everything you paid for the disputed period. Subtract what you should have paid. That is your refund figure.

What to Do About Mystery Fees

If there are charges on the bill that were never discussed:

1. Match Them to the Contract

Every charge should trace back to a clause. If it does not, it is disputable.

2. Request the Contract Basis in Writing

Ask Hosted.co.uk, in writing, to point to the specific clause in your contract that authorises the charge.

3. If They Cannot Justify, Request a Refund

In writing. With a deadline.

4. If They Refuse, Escalate

Formal complaint, then CISAS if unresolved.

When to Escalate to CISAS

If Hosted.co.uk does not resolve the dispute within 8 weeks, or issues a deadlock letter sooner, you can escalate to CISAS (Communications and Internet Services Adjudication Scheme).

CISAS is free for consumers and small businesses. They review the evidence and issue a binding decision.

For the full CISAS process, see our complaints and ombudsman guide.

What CISAS Can Order

Refund of disputed charges
Correction of future charges
Cancellation of the contract (for misselling)
Compensation (subject to scheme limits)
Apology

Using the Direct Debit Guarantee

For UK direct debits, you have a statutory right under the Direct Debit Guarantee to an immediate refund from your bank for any incorrectly taken payment. This is a powerful tool but use it carefully.

When It Applies

The amount taken was wrong
The amount was taken without authorisation
Advance notice of a change was not given

When to Use It

If you have clear evidence the direct debit was incorrect and the provider is not responding, you can invoke the guarantee. Your bank reverses the payment. The provider will then usually contact you to discuss.

When Not To Use It

Do not use the Direct Debit Guarantee as a substitute for a proper dispute process on charges that are debatable but might be valid. Invoking the guarantee on a legitimate charge leaves you in arrears, which can lead to the account being suspended or going to debt collection.

Get advice before invoking the guarantee on a disputed (rather than clearly incorrect) payment.

What Good Billing Looks Like

For contrast, here is what reasonable business VoIP billing should look like:

Monthly total matches the contract or quote with no surprise line items
Annual price increase clearly stated in pounds and pence, applied on a stated date
One-off charges (setup, porting, connection) on the first bill only, with each clearly labelled
Usage charges itemised if applicable (typically only for calls outside any inclusive bundle)
VAT shown separately and clearly

At Compare The Networks, our billing is transparent and matches the contract. Our annual increase is a fixed pounds-and-pence amount per line each April — confirmed up front, not an open-ended percentage. See Business VoIP or VoIP quote.

Frequently Asked Questions

Can I dispute a Hosted.co.uk bill?

Yes. Raise the dispute in writing, include evidence, and request a written response. If unresolved within 8 weeks or you get a deadlock letter, escalate to CISAS.

What should I do about double charging?

Contact your bank about the Direct Debit Guarantee for clearly incorrect direct debits. Raise a formal written dispute with the provider. Gather evidence of the overlap period.

Can I get a refund from Hosted.co.uk?

If charges were taken incorrectly, yes — via the formal dispute process, or via the Direct Debit Guarantee if appropriate. Keep everything in writing.

Why is my Hosted.co.uk bill higher than the quote?

Commonly cited reasons in 1-star Trustpilot reviews include line or number rental added as a separate charge, handset rental, connection or porting fees, support tiers, and annual price increases. Match each line item to the signed contract.

Should I cancel my direct debit to Hosted.co.uk?

Only with caution. Cancelling a direct debit does not cancel the debt. Non-payment of valid charges can lead to debt collection. If you believe charges are incorrect, dispute them formally while keeping the account in good standing where possible.

Stop Paying for Surprises

Get a free quote and we will show you what transparent VoIP billing actually looks like. Clear monthly figures. No mystery line items.

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About this article. Claims reported here are attributed to public reviews on Trustpilot and similar platforms. They represent the opinions of the reviewers cited, not statements of fact by Compare The Networks. Brands named may dispute these claims. If you are a brand representative who believes any content requires correction, please contact us.