Contract renewal not processing and was over charged

[#1]

Hi,

I renewed my contract on 13/04 and received an email confirming "From 14/04/2025, your monthly subscription will be £26.99 per month". My previous contract did not end until 17th April 2025. I was then charged £62.44 on 29/04.

If I log into my account it still says "Please wait for us to process your recent change, upgrade or renewal before making another change."

Can someone fix the contract price and refund the difference?

Thanks

[#2 · Accepted solution]

Hey, 

Sorry to see what has happened.

I've sorted this (You'll get a separate email with more details)

If there's any further issues, please let us know. 

[#3]

We have had the same problem since end of March, although we are not being billed. I am intrigued to know why our problem is still outstanding. Can any admin person advise?

[#4]

Hey, sorry I can't fix this due to the nature of the error, but we're very aware and will be fixing it as soon as possible. All I can suggest is to hang tight for now. You'll be the first to know when it's sorted.

[#5]

Thank you @Gandalf, we do have our own post that @Tina11192 has been helping with but no updates have been forthcoming for over a week.

Can you advise which team is dealing with our problem, as when we call customer services we get different answers regarding who is looking at it.