Unexpected items on bill, plus the values don't add up correctly

[#1]

Good evening,

I have recently changed my broadband package from pay monthly standard broadband, to a 12-month Unlimited Fibre contract. My bill, dated 25th July 2019, is for a far greater amount than I was expecting. When I contacted a customer service agent to arrange the change, I was told that my bill would be £26.99, plus a £6.99 p&p charge (a total of £33.98 ). However, I received a bill for £45.64.

The values in the bill do not add up correctly. The monthly charges add up to £36.15, but the column heading shows £38.65. It appears to be a weird composite of the my previous standard broadband bill and the current contract.

Could my bill be corrected, please?

Many thanks in advance.

[#2 · Accepted solution]

Hi @NinthPlanet, thanks for getting in touch.

I do apologise for the issues you have had with your bills. As my response contains account specific information, I've created a support ticket on the account for you to view. This can be seen here

Let us know if you need anything else. -Alice

[#3]

Hi Alice,

Thank you for your prompt reply and for resolving the issue with my bill.

[#4]

No worries @NinthPlanet.

If you need anything else, just let us know!