My telco or internet bill is wrong — how do I dispute an overcharge?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
Dispute it in writing with your provider first, ideally before the due date, stating the specific charge you contest and why. NTC Memorandum Circular No. 05-06-2007 (Consumer Protection Guidelines) requires providers to give clear, accurate bills and to charge only for services you expressly agreed to, and it puts the burden on the provider to justify a disputed charge. Pay the undisputed portion to avoid disconnection, keep your bill and receipts, and if the provider does not correct a genuine error, file a complaint with the NTC. Deceptive or unfair billing can also violate RA 7394 (Consumer Act).
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Frequently asked
What counts as an overcharge I can dispute?
Charges for services or promos you never subscribed to, duplicate or double billing, charges after you cancelled, fees not disclosed when you signed up, or amounts higher than your plan's stated rate. NTC MC 05-06-2007 bars charging for anything without the subscriber's express agreement.
Should I keep paying while I dispute the bill?
Yes — pay the part you agree with and dispute only the contested amount in writing. This protects you from disconnection and late penalties while the provider investigates.
Where do I escalate if the provider ignores me?
File with the NTC, which regulates telco and ISP billing under Executive Order No. 546, and keep your written dispute, the bill, and any reference numbers. For deceptive sales or billing practices you may also raise it with the DTI under RA 7394.
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Your rights on mobile, internet, electricity, and water — slow or undelivered broadband and rebates (NTC), billing disputes and overcharges, the notice required before disconnection and the days you cannot be cut off, prepaid load validity, SIM deactivation under the SIM Registration Act, electricity bill-deposit refunds and meter errors (the ERC Magna Carta for Residential Electricity Consumers), and how to escalate past your provider to the NTC, ERC, or MWSS.