New contract issues

[#1]

Hi. I signed up to a new contract almost two months ago resulting in me not having to pay as much for the next 18 months from the start date. However, I am still being overcharged it seems. It was picked up by your systems previously and I was refunded but it has further confused me, as the amount refunded does not seem to add up to what I was expecting to pay based on the new contract. So to sum up:

1. Could you please find out if my new contract is properly implemented?

2. What should my monthly bill be - £16.00 or £24.99 (from what I was refunded)?

Thanks and regards,

Raymond

 Moderator's note by Mike (Mav): Personal information removed from screenshots in a public forum.

[#2]

Hi there Raymond. 

So sorry to hear this. 

Could you by chance PM me with your username? For some reason I can't seem to find any info which will let me locate your specific account - sorry about this, I'll defiantly look into this for you. 

Kind Regards, 

Alisdair  

[#3]

The username is in the first screenshot, although it really shouldn't be.

[#4]

Hello there Raymond, 

I have looked into this and can see that there has indeed been some form of mishap with your billing. 

I shall have a look into how this can be rectified and send a ticket to your account with the fix once it has been amended. 

Please accept my apologies, and thank you for the patience and understanding you have shown whilst we have been working on this issue. 

Please do not hesitate to get back in touch with us in the meantime if you need more assistance. 

Kind Regards, 

Alisdair

[#5]

Thanks for looking into this Alisdair. I look forward to hearing more on this.

Kind regards,

Raymond