@Cheryl130
To find the reason for the extra charges, the first place for you to start will be with your online account.
You need to go through the itemised charges where you will be able to see any out of bundle or extra charges which would have been added to your price plan each month. If you do not agree or dispute the charges, this will give you something to go on when using web chat or calling Customer Services.
It could be that the tariff is not sufficient for your needs and you are being charged extra on top of your allowance and need to increase your tariff to something more sufficient for your needs.
The only problem you may have is that if you are behind with your payments and have a restricted account, until your account is up to date, this will include your online account.
If you use web chat, they will be able to give you further help and advise.
