Being overcharged after upgrading to Fibre

[#1]

I saw an offer of upgrading to fibre in my account for £26.99, so I accepted it and on 28/10/2019 I was switched over, last week I had the normal email " your bill is ready to view" and upon reading it said the sum of £37.88.

I expected there to be a slight discrepancy in the amount for the first month as I was changing monthly costs from my broadband which was £29.98 to the offer of £26.99 for fibre, Not for it to shoot up to £37.88.

Last Friday I phoned up and was told they would sort it out for me but had to contact other departments and they would phone me back this Wednesday afternoon (why it would take 3 working days I don't know), but as I thought would happen I have not had any phone call even after especially staying in all day to get it sorted.

The money is supposed to be taken on 22nd and I did not want to have to chase up refunds.

Could somebody sort this out for me, Thanks

[#2]

Hi @philstroke,

I'm sorry to hear that you've experienced this issue. I've taken a look into your account today and raised a couple of queries for clarity over on a ticket, which can be viewed here. Once you've had the chance to respond, please could you let us know on here and we'll pick this back up for review as soon as possible.

[#3]

Hi I have replied to the question

Rgds Phil

[#4]

Hi there @philstoke,

We'll be back in touch with an update for you tomorrow.

Thanks/.

[#5]

Hi @philstoke 

Thanks for your patience. I've updated the ticket further this morning regarding this issue. I hope this has resolved your issue, however if you have any further queries or issues that you wish to raise with us then please don't hesitate to get back in touch.

[#6]

Thanks for the quick response and solution ( unlike the person I contacted originally on the phone)

[#7 · Accepted solution]

Hi @philstoke,

I'm glad to hear that you've found our solution acceptable. Should there be any further problems then please don't hesitate to get back in touch and we'll be happy to help.