topic Re: Credit after renewing contract in Billing

Credit after renewing contract

Lissy — Tue, 18 Apr 2023 14:51:11 GMT

My contract was due to end in May. At the end of March I recieved an email with options to renew my contract. I did this via telephone, and was told that my monthly direct debit would be increased in April - in line with the new contract, however I would get a credit back alongside my direct debit to cover the remaining time of my old contract. I have had no credit. Any help ???

Re: Credit after renewing contract

Gliwmaeden2 — Tue, 18 Apr 2023 16:50:15 GMT

Check in Transaction History in My Account.

The new contract would kick in on the day you renewed, however, @Lissy, so applying the difference may have been overlooked.

Look out for a response from Arne-Talktalk during the week.

Re: Credit after renewing contract

Lissy — Tue, 18 Apr 2023 17:25:31 GMT

ok, don't think that's fair - I should've waited till beginning of May to renew my contract then. But on phone they promised me a credit - so I'll wait and see if talk talk get back to me on here - really does put me off - I expected my new contract to start when old one finished anyways x

Re: Credit after renewing contract

Arne-TalkTalk — Wed, 19 Apr 2023 11:26:54 GMT

New contracts start straight away, so you will get a credit back on the next bill, produced on the 1st May, the renewal and the production of the latest bill have just overlapped, I suspect the bill was prepared on the same day you renewed.

Re: Credit after renewing contract

Lissy — Thu, 11 May 2023 14:28:45 GMT

My May bill was for new full amount - no credit has been given. Given that I still had a few weeks of my old contract left, I do think the new contract should have either started when the old one ended, or that I would be given some credit for the difference ???

Re: Credit after renewing contract

ferguson — Thu, 11 May 2023 14:54:31 GMT

I have re-escalated this for you so that Arne can have another look.

Re: Credit after renewing contract

Gliwmaeden2 — Thu, 11 May 2023 15:05:27 GMT

From what you said, they promised to credit the difference, but it's never the case that the new contract starts when the old one expires, with Talktalk, @Lissy.

If you changed your Gas / Electricity tariff today it would usually actually apply from today, similar to Talktalk.

Whereas with eg mobile companies: the one I am with has changed from applying the balance, when I renew, to the following month's bill to simply making sure that the new contract and billing date are the same. Then no balance adjustment needed.

It just depends on the accounting system / billing system that best suits each company and the software they are running to administer products.

So we cannot, as customers, assume anything. We do need to check Ts&Cs, and the essential small print is usually fairly concise. Worth taking a little time to save more time later!

So the only thing to chase up is what the agent said in the phone call.

Talktalk should have a record of that.

Re: Credit after renewing contract

Gliwmaeden2 — Thu, 11 May 2023 15:06:35 GMT

@Lissy, check also in Transaction History.

Re: Credit after renewing contract

Arne-TalkTalk — Fri, 12 May 2023 08:36:59 GMT

Hi @Lissy

I found a pending credit on your account, so this has been authorized today, this will be used against your next bill.

Sorry for the delay.