topic Re: account problems in My Account/Billing

account problems

legin — Wed, 29 Sep 2021 17:29:55 GMT

I have a problem with my account due to moving address, first I was charged for early termination fee as part of my house move. Now unable to access online account. had 4 emails saying I was owed some money but then another one saying owed money back. It's A complete mess. I am unable to get this sorted out, It's been over a month now. If someone could look into my problem I would be grateful.

Re: account problems

adam945 — Thu, 30 Sep 2021 08:12:34 GMT

Good morning @legin

Thanks a lot for reaching out and I'm really sorry to hear this.

As my response to this contains billing information which is specific to your account, we're not able to share this via Social Media. I've therefore sent an email to the address registered on the account with further information regarding this. Please have a read, and feel free to reach out if you have any further queries.

Re: account problems

legin — Thu, 30 Sep 2021 11:11:29 GMT

Hi Adam945

I have paid the outstanding amount , plus the £209.41.came out of my account on the 24/09/21 which I paid by debit card .

Re: account problems

adam945 — Thu, 30 Sep 2021 11:54:41 GMT

Thanks a lot for your response.

Can't see any payments on our side since your last payment on 12/08/2021. Are you able to log ino your online Member Centre and upload a screenshot of a bank statement showing that the payment has been made? You should be able to do so on the open Ticket that I created earlier.

Let me know once you've uploaded it on here and I'll pop back into the account to have a look.

Re: account problems

legin — Thu, 30 Sep 2021 14:50:23 GMT

Hi adam945

I have uploaded what you asked for, hop it is ok

legin

Re: account problems

adam945 — Thu, 30 Sep 2021 15:10:16 GMT

Really appreciate your response @legin

I've just responded, both on the Ticket itself and via Email. Give me a shout on here if you have any further questions at all.

Re: account problems

legin — Thu, 30 Sep 2021 16:50:06 GMT

Hi adam945

thanks for your help . hopefully when the new account is set up thinks will go back to normal

legin

Re: account problems

adam945 — Thu, 30 Sep 2021 17:15:15 GMT

Great stuff, make sure you let me know once the new account has been set up and I'll get your services migrated over ASAP.

Re: account problems

legin — Thu, 30 Sep 2021 21:14:32 GMT

Hi adam945

account has been opened. Had a message from Philip Shepherd saying -

Broken account 

Please transfer contract agreement to - 04894804

Have no clue how to do this

Thanks

Re: account problems

adam945 — Fri, 01 Oct 2021 08:58:34 GMT

Ah fab

Thanks a lot for letting me know, I'm just about to go on a short break but will sort the migration out as soon as I'm back, I'll give you a shout once I'm done, you might need to re-authenticate your router to your new account username.

Re: account problems

adam945 — Fri, 01 Oct 2021 09:32:14 GMT

That's all been sorted out for you @legin

Have a look at your email though as I've sent you further details regarding the bills on your old account, and the steps that you need to take to re-authenticate your router.

Give me a shout on here if you have any issues / questions.

Re: account problems

legin — Fri, 01 Oct 2021 12:51:46 GMT

Thanks Adam

Your top staff well done , the community is such a good place to come for help

legin

Re: account problems

legin — Wed, 13 Oct 2021 07:54:52 GMT

Hi Adam

Re my problem with moving house, I have had another payment taken out of my account.

For the sum of £52.19 That brings the total to date as £311.86 from 25/09/2021 to 12/10/2021

A bit much in under 3 weeks?

I have attached the e-mail that informed me.

Thanks

Nige

Moderator's note by Mike (Mav): Duplicate post removed.

Re: account problems

pjmarsh — Wed, 13 Oct 2021 06:54:35 GMT

Hi legin

It might be worth removing that attachment as its showing your email address and your username, which are both best being kept away from the general public

Re: account problems

legin — Wed, 13 Oct 2021 07:07:09 GMT

Hi pjmarch

I think I have , stupid early morning mistake. Thanks for the heads up.

legin

Re: account problems

LaurenB — Wed, 13 Oct 2021 08:51:03 GMT

Hiya @legin, I'm really sorry for the issues with the account billing. I have picked this up and added an update onto Adam's ticket for you.

I'm really sorry for the inconvenience caused in the meantime.