Citizens Advice has called on the UK's mobile phone providers to do more to tackle the growing problem of "bill shock" before Saturday's World Consumer Rights Day, which is highlighting the poor treatment 7 billion mobile users around the world often receive.

The charity said 130,000 consumers contacted it in 2013 to seek advice about unexpectedly high mobile phone bills, which in many cases are driving victims into serious debt.

Bill shocks mostly occur when users take their phone abroad, and are unaware of the higher roaming data charges they face. At home, billing and contract errors caused by the providers, or users falling victim to scams, are another big source. Other mobile users have faced huge bills run up by thieves – in some cases in excess of £10,000 – after their handset was stolen, and they were unaware it had gone.

Increasing use of smartphones that regularly check for emails have led more consumers to be caught out, as have many mobile users unaware that their contracts hold them liable for all calls made up until they report the loss of a stolen phone.

Gillian Guy, the chief executive of Citizens Advice, said: "Mobile companies are hanging their customers out to dry with shock phone bills. Some people are facing bills of hundreds or thousands of pounds."

Guy said the 28,000 issues reported to Citizens Advice in 2013, plus the 102,000 who sought help online, revealed that people are experiencing a myriad of problems with mobiles.

"There is an opportunity for firms to be innovative by creating tools for people to keep day-to-day track of their charges, calls and data use. Consumers can also take steps to steer clear of running up a large bill abroad including checking costs with their network before they travel or getting a local Sim card if you visit a place regularly."

The Guardian has long warned readers about the issue. Currently the mobile industry has no incentive to introduce measures to tackle the problem. It has been argued that if mobile users were able to set a credit limit – say £50 or £100 – on their account, after which they will not be liable for unexpected charges, the operators would introduce measures to solve the problem. Some mobile firms, such as Tesco Mobile, have partly implemented this.

So far the European Commission has led the way, and there is now a limit on how much you can be charged for roaming - but only within the EU. Citizens Advice would like telecoms firms to extend this cap to cover countries further afield.

In March 2012, Ofcom said it was giving the mobile companies until the summer to put their houses in order, or it would introduce apped bills. However, two years on the problem persists. Victims of bill shock have described Ofcom as "toothless".

The consumer minister, Jenny Willott, said: "Nobody wants to be stung by sky high and unfair charges on their mobile phone contracts. This is why we've come forward with strong measures (yet to be enacted) to introduce a cap on bills when phones are lost or stolen, and stop unexpected mid-contract price rises."

World Consumer Rights Day was established in 1983 to promote consumer rights. "Telecom providers should have effective complaints systems and if consumers are not satisfied there should be redress mechanisms to ensure a fair outcome," says the body behind the day, Consumers International.

Mobile phone misery reported to Citizens Advice

• A woman faced a £2,000 bill after she travelled to the US. She had used the Wi-Fi in her hotel lobby to keep in touch with family but her operator insisted she pay, as her data roaming was not turned off and she didn't buy a package before going.

• A long-running dispute with a mobile phone provider ensued after a client was charged over £200 for data usage. The client had never used the phone to access the internet at all.

• A man took out a loan to avoid going £408 into debt with his bank after a billing error meant he was charged more for his mobile phone costs that he should have been. When he complained to his provider he was initially only offered an apology.

• A pay as you go customer bought a phone on the understanding she could make calls abroad without roaming charges. She was charged even though the trader specifically told her that roaming charges would not apply in European countries.

• One provider attempted to make a customer pay for phantom charges on her bill, which included calls apparently made while she was on the plane, in addition to 50p calls made every couple of minutes . The provider even suggested that someone else had used her phone.