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Hello, this is Jim and welcome to JustAnswer. I will be the lawyer working with you today.Sorry to hear of the issue. I will set out my written answer shortly.
There is an Ombudsman to help you here given the dispute is with a mobile phone company.
You can allege breach of contract against the mobile company (you have consumer rights) - if they ask you to pay those charges.
Given the circumstances of your case I recommend that you make a formal complaint to the company and if that does not resolve the matter ask them for a final response letter (a "deadlock" letter).
Their website will have details of how to make a complaint to them - you must do this before you can ask the telecommunications Ombudsman to step in to help.
Once you have the deadlock letter the next step would be to escalate this to the Communications Ombudsman - they will investigate and liaise with the company which would hopefully result in a cancellation of the charges and to reinstate the old contract. They can also order the phone company to make a financial award if they have acted poorly.
The service is covered by the Consumer Rights Act 2015 so you have a right to expect a reasonable service - if they do not provide that then the regulator will step in but it also means you can sue for any damages or losses incurred as a result of the mobile company's conduct.
Once you have the mobile company's final response, assuming it does not help, you can escalate to the Ombudsman here: www.ombudsman-services.org/sectors/communicationsOr by email: *****@******.***
I hope this helps and answers the question - my goal is to ensure you are happy with the answer and have the information you need. If you have any follow up questions then please let me know. I will reply as soon as I can to help with any further queries.
Please let me know if the answer helped or if you need me to cover anything else?. I am happy to clarify the answer or if you have any follow up questions. If so, I’d be grateful if you would let me know. I am free most days, including weekends, so feel free to ask me anything you are unsure of.
Yes, if you mention the conversation and names if possible.
OK, thanks. They should have a record of the discussion. The next step is make the complaint and wait for the final response. If they don't resolve then ask the Ombudsman to help. They won't take any action about the charges until all this is resolved by the Ombudsman anyway.
We can't as this is an internet forum, not a law firm. You should post it and you can also email a copy.