Why have I been charged

[#1]

Why have I been charged a line installation fee when I have a line already, and will I get it refunded

[#2]

Hi there, 

Mind dropping me a PM with your username so I can look into this for you? 

[#3]

Hi @Bessnmissy Welcome to the community forums.

Looking at your account, I'm not entirely sure why an installation charge was taken for your order.

I would have happily arranged for this charge to be refunded, however I'm sorry to see you've been in touch this morning and requested that the account is cancelled.

[#4]

When I called this morning the lady said it was my own fault as I didn't input my now landline number and I am quite certain I had done so, and she also told me that there was a cease on my line from now provider, so she asked if I wanted to cancel it to get my money refunded

[#5]

That seems to have been handled pretty poorly if I'm honest. The cease on the line is our order to take the service over from the current provider. Regardless of entering a number on signup, you shouldn't have been charged the £49.99 installation fee was we would have still been taking over a line.

If you do want to continue with the account/orders, feel free to respond to the ticket on your account here and we'll make sure the £49.99 is refunded back to you and leave the orders in place. They've not actually been stopped yet.

I've also passed feedback on regarding the advisor you spoke to this morning.

[#6]

yes I would like to continue with order if that is possible with a refund of 49.99

[#7]

Please can you respond to the ticket on your account here and we'll make sure the £49.99 is refunded back to you and leave the orders in place.

Thanks.

[#8]

I think I have 👌🏻

[#9]

Thanks, I think that updated on the account as I hit post on my previous reply.

I've issued the refund for the installation fee and responded to the ticket for you