Simple mistake, big consequences.

I'm annoyed I had to ring up to hear the automated message. Why haven't you emailed us all about this?

Anyway, I'm doubly confused, as not only is the demanded amount for twice my call use, it also claims that only package costs have been claimed before now, when I've been charged more than that already.

Will this all be calculated correctly?

Thanks

Hi Galdere, we have sent emails out - they should have gone to your hotmail account and your postmaster address. If you haven't yet received it it'll be in the queue to send and should be with you within the next couple of days.

I'm very sorry for the hassle, and I can assure you it will be calculated correctly - it looks at first glance that you've been charged for your calls and line rental on your last bill, but I'll check the calls against the raw data when I get into the office in the morning and confirm for you.

Sorry again.

that should be in terms of minutes on a reply for that dreadful and possibly fatal error

Thanks Orbrey.

Yes, it looks like I don't owe anything.

Agreed Pierre, two days is not exactly damage limitation.

Hi Galdere,

Right, I've had a look over everything and it all seems correct. The email was sent to you because there's an outstanding call charge on the account, but that's the one shown in your current biling month - all previous ones are accounted for.

Hope that helps,

Albeit the amount outstanding in my email was correct the wording was diabolical in that the sentence, in quotes below, suggested, incorrectly, that no call charges had been taken.

I agree about the wording.  The amount I owe is correct after asking PN staff to check it out for me.   I was very confused when it said I had not been charged for calls when I had been.

I've not received an 'apology' email to date, but the notification email of my direct debit received today shows the correct amount to be taken so I suppose that will have to suffice.

It does.

Cheers