Overcharge: discount not being applied to new tariff

[#1]

I switched over to Fibre Extra Unlimited on 30/4/19. This was agreed on 29/4/19 over live chat with Lewis Hague. I was told that this would be at a discounted rate of £27.98 a month. Last night (1/5/19) I received an email telling me that I would be billed £40.48 on or after 8/5/19. All of this information is in question #189676021, which is awaiting your reply.

Can you please amend the billing amount as agreed and ensure that the correct amount is taken on (or after) 8/5/19?

Thanks.

[#2 · Accepted solution]

Hi @christianpjones, 

Please accept my apologies for the confusion with your bill. I am unable to provide account sensitive information directly via the forums.

However, I've responded on the ticket question you mentioned above. You can log in and view my reply HERE

If there's anything else we can do, feel free to get in touch.

[#3]

@Optimatts 

Thanks, Matt. I've read the ticket update. I'll keep an eye out for the refund and check next month's billing amount.

[#4]

Refund received this morning. 

[#5]

Thanks for the update , that's good to see. 

Let us know if you need any further assistance.

[#6]

Hello,

Rather than starting a new thread I thought I'd re-open this one: I have been overcharged again this month.

I received a refund of £4.00 against this bill for the time that my connection was down due to a fault as agreed here.

As you can see from the bill I also received the expected discount credit of £12 but this was then added again on the same bill as a £12 debit, effectively cancelling the discount.

Can someone please look into this?

Thanks.

[#7]

Hi @christianpjones,

Thanks for getting in touch.

I’m sorry you have had to contact us again about your ongoing discount, I appreciate you pointing this out to us. Please accept our apologies for any inconvenience caused.

I have looked into this and responded here.

If you have any further issues, please do come back to us and we'll be happy to help.

Thanks - LF

[#8]

@LordFoul 

Thank you.

[#9]

No worries, @ christianpjones.

Let us know if you need anything further.

Thanks – Tahir