Escalation for constant incorrect billing

[Peteg1500]

Hi 

I am constantly being billed the incorrect amount.  This has been going on since I first took the full fibre service after moving houses.

I agreed a price, it was incorrectly billed the contract had to be renewed as a new contract as the price was fixed then as the contract hadn't been running for more than a month, the renewal either didn't happen or happened incorrectly.

At the last renewal I got another months credit and the promise of the correct billing.  I have just logged back into my account and its still at the old incorrect price.

How do I escalate this as I have spent hours already.

[Gliwmaeden2]

No, this is billing support and forum staff are trying to help you on here, @Peteg1500.

If you scroll down to the bottom of the page you will find a link which explains the more formal Complaints procedure. 

If you use that route, staff on here are limited and the Complaints department takes over.

[Peteg1500]

HI 

Is this in the complaints department ?

Sorry I just don't know this is or what is happening.

Could some one from talktalk pls update me               

Pete

[Gliwmaeden2]

Once it's in the hands of the Complaints department, staff can't intervene, @Peteg1500.

You then have to let the Complaints process run its course.

See details in the link at the foot of the page. 

[Peteg1500]

HI 

I still don't have an update on this.  Can you do anything ?

This is getting very frustrating, do I need a formal complaint or the regulator ?

Peter

[Arne-TalkTalk]

Hi Peteg1500

It has been raised to the billing team who are investigating. 

They will contact you when the issue is fixed

Sorry its taking so long. 

[Gliwmaeden2]

This seemed to get overlooked this week, @Peteg1500, so I'll re-escalate it. Hopefully it will be picked up again tomorrow. 

[Peteg1500]

Hi 

Anything at all here.  You have just taken another incorrect payment.

Pete

[Peteg1500]

HI 

Any chance of an update.  This has been ongoing for some time now.

Peter

[Gliwmaeden2]

Please wait for staff to get back to you about this, @Peteg1500.

If you don't hear today, it will be after the weekend. 

[Peteg1500]

I would be really grateful if this can be sorted.  Its been ongoing since I moved houses and to Fibre 

What are the next steps on this pls

[Arne-TalkTalk]

Hi @Peteg1500 

Sorry for the problems

It looks like an agent has tried to fix this, but it failed I will ask for it to tried again. 

[Peteg1500]

Thank you 🙂

[Gliwmaeden2]

I am moving this to the billing section of the forum, @Peteg1500.

Staff will respond after the Bank Holiday.