Overcharged this month

[#1]

I recently reduced my bill and took out a fixed term contract for 2 years so should be paying £29.99 a month but I have been charged £34.98 (my old bill amount)
Can someone please look into this? I can’t seem to get chat to work at the moment.
Thanks for a great service throughout 2018 .

[#2]

Hi Andrea2006@,

I'm really sorry to hear about the issues with your discounts.

We have actioned this for you and created a ticket for you here

Please feel free to get back in touch if you require further assistance as we are more than happy to help.

Thank you.

[#3]

Hi thanks for this.
I got my bill through and you gave me the refund, but then took it back off again so I didn’t receive it... I updated the ticket and sent screenshots from bill. Can you please look?

[#4]

Hi Andrea2006@

I have checked over your account and the bill is correct.

One of my colleagues explained the charges here

If you have any further queries please feel free to give us a shout.

Kind Regards

[#5]

The link does not work...

It’s not correct as my new monthly bill was meant to be £29.99 effective from 25/11/18
I paid full price in Nov and Dec So it meant that I was to get a refund of 9.98 in Jan.

Because my monthly charge = 29.99
29.99 - 9.98 =£20.01

There was £4.01 of phone calls so £20.01 +£4.01 =£24.02

I was charged £34.00

The bill states -£9.98 then +£9.98 so this £9.98 is technically what is added on to the £24.02 that was meant to be paid.
So it appears that the refund has been taken back off me, as seen in screenshot

Can you please explain?

[#6]

Hi @Andrea2006

I am sorry to hear about the issues with your invoices.

I have had a look into this and responded to your ticket here

If you have any further questions feel free to get in touch.