topic Re: Wrong billing amount in order email in My Order

Wrong billing amount in order email

Someusername1 — Fri, 09 Feb 2024 13:54:40 GMT

Hello,

I signed up for broadband for 12 months at £19.99 / month (a contract renewal, starting from 26th Feb), but I have received an order email stating the price will be £41.10:

We're sending this email to confirm the details of your new contract and special offer price.
Your special offer price
From 26/02/2024, your monthly subscription will be £41.10 for 12 months.

You have sent me a contract PDF ("PCI Terms & Conditions") stating the cost is £19.99, can you clarify that this is actually the case please.

Thanks

Re: Wrong billing amount in order email

MatthewWheeler — Sat, 10 Feb 2024 12:28:45 GMT

Hi @Someusername1

This is a issue we're aware of and investigating.

As soon as we know more we'll be in touch

Re: Wrong billing amount in order email

cmbrown — Mon, 12 Feb 2024 22:55:25 GMT

I've got the same issue

Re: Wrong billing amount in order email

ClaudiaG23 — Wed, 14 Feb 2024 11:28:18 GMT

Hi @cmbrown there is a known issue that we're aware of regarding emails showing the incorrect amount. We're working on this to get this resolved as soon as possible.

Re: Wrong billing amount in order email

cmbrown — Thu, 22 Feb 2024 21:54:00 GMT

Any progress?

Re: Wrong billing amount in order email

SammyM — Sat, 24 Feb 2024 14:49:51 GMT

Hiya @cmbrown,

Our back office team are working on it to ensure our service improves. In the meantime I can confirm the correct email sent for the order which reflects your account is displayed here.

Please let us know if you need anything else

Re: Wrong billing amount in order email

cmbrown — Sun, 25 Feb 2024 10:59:17 GMT

The offer I signed upto on feb11 was £23.50, and the original contract summary stated this.

The one you sent me is more expensive.....any reason? I was also sent a second one, that was even more expensive

Many thanks

Cynthia

Re: Wrong billing amount in order email

cmbrown — Wed, 28 Feb 2024 10:01:59 GMT

It looks like this might be fixed!

My package details finally seem to be showing the correct details.