I have been with this company now for approximately 2 years.

In September 2011, October 2011 and July 2012 their bills included calls which I had not made. I contacted them regarding this and their customer services personnel were very rude and talked to me as if I were an idiot. They told me in no uncertain terms that - 'if the calls are shown on your bill then they have been made from your phone - there is no way we could have made a mistake!'. OBVIOUSLY THIS IS NOT ONLY A POSSIBILITY BUT A DEFINITE.

I live alone and nobody else can use my telephone without my permission. I have no knowledge of the numbers shown (which were local numbers). The number in October 2011 and July 2012 is the same. I subsequently tried the number for myself and it was unobtainable.

The cost is minimal and, after much argument on their part, I was credited the first two times - this time I was told by a young employee, who had no respect for a customer never mind an elderly customer, that they would credit it on this occasion, but as I had reported it and had credits on two other occasions, they would not consider doing it again.

The charges on my bill stood out like a sore thumb because I don't use Planet Talk for making calls unless they are freephone calls - I use one of the cheaper options for my calls which don't show up on my Planet Talk bills - makes me wonder how many people with lots of calls are letting these small amounts through without noticing?

Won't happen to me again - I have changed my phone provider.