TESCO Phone Shop

Bill enquiries

To see more FAQs go back to the help home page.

I can't afford to pay my bill. Can I pay next month?

Your contract with us says that you have to pay your bill in full every month. However if you can't pay call us and we'll discuss your options. But remember that every time your Direct Debit fails we may charge you £5 administration fee, plus you could incur bank or building society charges.

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Where are my Clubcard Points from my last bill?

It can take up to 3 weeks for Clubcard Points you've collected to register on your Clubcard statements. So please wait for 3 weeks and then if they're still not showing please call Customer Services on 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays).

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Why didn't I get Clubcard Points on the total value of my bill?

Because you'll only collect points on the calls you made and your monthly charge. So if you were charged extra - For example an engineer call-out - you can't earn points on those charges.

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There's a call on my bill I can't remember making

Please double check that someone else in your household didn't make the call. Our billing records are generated automatically from your local telephone exchange. So if all the other calls on the bill are correct then it must have been made from your home phone.

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My bill says I've made calls to a place I've never heard of!

If the bill shows you've made a call to a particular geographic location, this means the whole area, not necessarily the place itself. So you could have called the surrounding area, or a call centre which may not be in the UK.

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Why aren't my calls shown individually on the bill?

We usually only show calls that cost more than 40p. However, you can get a breakdown of your calls online if you give Customer Services a call on 0845 300 70 80 (8am - 8pm Monday to Saturday, 10am - 4pm Sunday and Bank Holidays). We'll then set up online access to give you a more detailed idea of your call costs. By not providing itemised bills we keep costs down, unlike BT - who charge you extra

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Can I ask about premium rate calls?

If you have a question about any premium rate calls you've seen on your bill you can find out more from www.icstis.org.uk. You can also find out more about protecting you service at www.tesco.com/protectingyourservice

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What are the several separate amounts on my bill?

If you've transferred your line rental to Tesco your monthly bill will show the line rental amount separately to your call charges. If you have any premium line features such as call diversion or caller display, these will also appear on your Tesco bill as a separate amount. Your call charges are also shown as a separate amount. This makes it easier for you to keep track of how much you spend on calls. Please also note that you will be billed for your line rental, line features and subscription charge (if you are on Talk 2 or Talk 3) in advance, but your call charges will be billed in arrears.

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