Rubbish customer service

[#1]

Just received my latest bill which should have been £24 but was for £49 due to being charged for someone else’s calls phoned up and agreed with customer service that they had made the mistake and would refund the difference next day get an email saying sorry but have to pay full bill and would get refund off next months bill [-Censored-] !

I have now tried three times to speak to a senior manager but them seem like rocking horse manure

why am I expected to pay for their mistake ?

[#2]

Hey @collins6072,

I'm very sorry to hear about this experience. I can see that our support team have attempted to ring you back about this earlier this afternoon, as per the open support ticket. For reference, this can be accessed here. If you have a preferred time for a call, please let us know and I can add it onto the ticket