topic Billing error in My Account/Billing

Billing error

Gillrich1 — Mon, 04 Aug 2025 14:26:38 GMT

Hello,

Hoping someone can advise me here. My latest and final bill is well over what it should be, £51.86 which should be £31.50 as far as I know. It looks like I'm not getting the full "promotional discount" compared to previous bills. Why would this be? I'm still within contract. I'm leaving when my contract expires on 13th August but I'm not sure why this would result in any additional charges.

I can't easily phone the billing people as I'm deaf and I believe they have this noted in their records somewhere, so if someone can help me out here instead I'd appreciate it.

Re: Billing error

Windings — Mon, 04 Aug 2025 15:03:09 GMT

@Gillrich1 Hi there,

Sorry to hear the latest bill isn't what it normally should be. It looks like the discounts on your current contract ran out a month earlier than expected. Apologies for this.

Our system should automatically pick this up and issue a pro-rata refund/credit to rectify the issue on your next months bill. We are unable to change the current bill as it has already been generated unfortunately. If the refund doesn't come through and show on your next months bill, please let us know and we can manually apply the credit to your account.

All the best

Re: Billing error

Gillrich1 — Mon, 04 Aug 2025 18:09:31 GMT

So on August 11th, two days before my contract expires and which I've already arranged to leave - you KNOW that I'm leaving - you're going to bill me £51.86 - a significant amount of money - for a service you know I won't be using any more and I have to trust that your system will refund me?

Is this some kind of joke?