topic Re: Further issues with latest bill in My Account/Billing

Further issues with latest bill

jwsg — Wed, 09 Mar 2022 12:22:32 GMT

After renewing my contract the agreed discount wasnt applied last month as mentioned in this thread https://community.plus.net/t5/My-Account-Billing/Discount-not-applied-on-contract-renewal/m-p/1858496

This was fixed last month but my new bill this month also looks wrong - this time it's a credit and it looks like the discount is being applied twice.

Although this is better than an overcharge if it's wrong you'll want to fix it?

Re: Further issues with latest bill

Mayfly — Wed, 09 Mar 2022 13:18:00 GMT

You must have my discount then, because I was charged £12.00 over what I should have been.

Re: Further issues with latest bill

Gandalf — Thu, 10 Mar 2022 10:37:14 GMT

Thanks for the heads up @jwsg

Looking at your bill breakdown, I can see one of the discounts is pro-rata, due to discounts we've manually applied.

Unfortunately we can't manually apply charges for this reason, so I'm happy to leave it.

@Mayfly

I'm really sorry for the issues with your bill.

I can see we've already refunded the overcharge to you, but looking into the problem I can see that we've not been able to apply your new contract due to something stuck in a pending state on your account, which I believe is due to our old YouView service. I've removed this now and I'll check back tomorrow with a view to apply your contract.

Re: Further issues with latest bill

jwsg — Thu, 10 Mar 2022 12:43:23 GMT

Many thanks @Gandalf for looking into this for me and confirming you're happy to leave it as is this month.

Re: Further issues with latest bill

Gandalf — Thu, 10 Mar 2022 13:35:29 GMT

No problem @jwsg, let me know if there's anything else you'd need help with

Re: Further issues with latest bill

Mayfly — Thu, 31 Mar 2022 10:12:52 GMT

@Gandalf I still haven't got my refund in my account 3 weeks after you said it had been done.

Re: Further issues with latest bill

Gandalf — Thu, 31 Mar 2022 11:46:41 GMT

Ah I've had a look again and I can see we've put that through as a credit rather than a refund, but you should see it come off your next bill to cover the overcharge last month.

Re: Further issues with latest bill

Mayfly — Thu, 31 Mar 2022 13:27:05 GMT

@Gandalf Will I get interest on it? 😁

Re: Further issues with latest bill

Gandalf — Thu, 31 Mar 2022 13:46:34 GMT

It was worth a try, but no I'm afraid we won't be able to offer you interest.