Over charged, no discount.

[#1]

Hi, the other month I agreed to a new 12 month contract @ £27.50 includes line rental, I’ve just had my new bill at over £43. Could I member of staff please look into my account. This is the 3rd year in a row that my agreed contract prices have been wrong. The other year I had to call every month to claim a rebate and last year my contract end date showed as 1970, so your system is really messed up.

Regards,

Nick Grant.

[#2]

Hi Nick,

I'm really sorry for the issues with your account.

From what I can see the last two contracts are stuck in our billing system and after discussing this with a colleague in our billing team, he's raising a task to our systems support (ASG, Application Support Group) team to fix. 

In the meantime, while I can't change the amount we're about to take through your direct debit, I'll refund the over-charge back to you once we've received the payment. I'd like to take personal ownership moving forward, so I'll follow things up Here a week today with a view to refund the over-charge and check the task we've raised to fix the issue.

[#3]

Thank you very much...