topic Re: Incorrect Billing in My Account/Billing

Incorrect Billing

marianuk — Sat, 07 Sep 2024 05:41:57 GMT

Hello there,

I have been charged £32.71 for my broadband and line this month. It looks like the discount applied to each was reduced. I have been charged £27.52 before. I would be grateful if someone could look it this.

Kind Regards,

Marian

Re: Incorrect Billing

MisterW — Sat, 07 Sep 2024 06:43:00 GMT

@marianuk is your contract about to expire ?

You are billed a month in advance , so if your contract is due to expire within the next month, then the discounts will end during the billing period, hence the increased charge. Check the bill breakdown for more details

Re: Incorrect Billing

marianuk — Sun, 08 Sep 2024 17:56:04 GMT

@MisterW thanks for responding.

My contract will end on 16/10/2024. Haven't renewed yet. The bill is dated 01/09/2024 for the billing period 01/09/2024 to 30/09/2024.

In the breakdown it shows the following:

Line Rental £28.63
Discount -£0.93
Voicemail £0.00
Unlimited Fibre Extra £30.06
Discount -£25.05

All the previous months show the following:

Line Rental £28.63
Discount -£1.11
Voicemail £0.00
Unlimited Fibre Extra £30.06
Discount -£30.06

Re: Incorrect Billing

MisterW — Sun, 08 Sep 2024 18:11:02 GMT

From those figures , it looks like the billing system thinks your contract ends around the 25/26 Sept

I suggest to call customer services to query the bill

Re: Incorrect Billing

marianuk — Sun, 08 Sep 2024 18:11:48 GMT

Will do, thanks for the help.

Re: Incorrect Billing

willcutforth — Mon, 09 Sep 2024 15:00:08 GMT

@marianuk sorry about the wrong amount here. Would you prefer this to be refunded or credited?

Re: Incorrect Billing

marianuk — Tue, 10 Sep 2024 03:29:30 GMT

Hi @willcutforth thanks for responding. I would prefer this to be refunded please.

Thanks

Re: Incorrect Billing

willcutforth — Tue, 10 Sep 2024 09:22:30 GMT

@marianuk I've just popped over a PM to get the username. Please get back to us and we will sort it .