topic Re: unexpected charge on new contract in Billing

unexpected charge on new contract

Dan_884 — Tue, 23 May 2023 17:07:22 GMT

Having agreed a new fibre 150 deal last week, we've now been sent and charged for a new router that we weren't expecting and don't want, there was no mention of this at any stage in agreeing the contract.

It's not needed, how can it be returned and the charge reversed?

thanks

Re: unexpected charge on new contract

Gliwmaeden2 — Tue, 23 May 2023 17:19:47 GMT

Did it come with a returns bag, @Dan_884?

Staff can send you one if need be.

Keep a certificate of posting.

Re: unexpected charge on new contract

Dan_884 — Tue, 23 May 2023 17:40:20 GMT

No, was just with installation paperwork.

Thanks for the advice.

Re: unexpected charge on new contract

Arne-TalkTalk — Wed, 24 May 2023 10:02:32 GMT

Hi @Dan_884

I can help with this I first need to confirm some security questions

I have sent you a PM on the community

Regards

Re: unexpected charge on new contract

Dan_884 — Wed, 24 May 2023 11:34:54 GMT

reply sent, thanks

Re: unexpected charge on new contract

Arne-TalkTalk — Thu, 25 May 2023 08:31:26 GMT

Hi Dan_884

A returns bag has been requested.

Ive checked your latest bill and cant see the charge applied.

Re: unexpected charge on new contract

Dan_884 — Thu, 25 May 2023 15:20:28 GMT

Thanks, "my account" still hasn't been updated for our new agreement but I'll keep an eye on the bill.

Re: unexpected charge on new contract

Arne-TalkTalk — Fri, 26 May 2023 08:33:27 GMT

Keep us updated.

Re: unexpected charge on new contract

Dan_884 — Wed, 21 Jun 2023 19:22:47 GMT

Hi,

Upcoming bill is showing an equipment charge of £9.95. Router was returned and I have proof of postage. Can this please be amended.

Thanks

Re: unexpected charge on new contract

Gliwmaeden2 — Wed, 21 Jun 2023 19:45:44 GMT

Wise move, keeping the proof of postage, @Dan_884.

Talktalk has no business charging you for a router that you never asked for and which you returned - presumably c 3 weeks ago?

Check whether there's a credit for the same amount in Transaction History.

Anyway, staff will sort out whatever has happened with it.

Re: unexpected charge on new contract

Dan_884 — Wed, 21 Jun 2023 19:53:58 GMT

Thanks for the advice!

Re: unexpected charge on new contract

Arne-TalkTalk — Thu, 22 Jun 2023 10:18:38 GMT

Hi Dan_884

The charge has been removed.

Sorry.

Re: unexpected charge on new contract

Dan_884 — Thu, 22 Jun 2023 11:55:13 GMT

Great, thanks

Re: unexpected charge on new contract

Dan_884 — Fri, 23 Jun 2023 11:53:01 GMT

Hi, it's still showing on the upcoming bill on "my account"? Just slow to update I hope.

Re: unexpected charge on new contract

Gliwmaeden2 — Fri, 23 Jun 2023 11:58:09 GMT

The previously prepared bill cannot be updated after being sent to your email address - it's no different from a paper version, @Dan_884.

Check in transaction history, as it may show a credit for the amount.

It may be too late to change the amount taken by Direct Debit, so would be credited to your account instead.

Next month's bill will indicate all the corrections.

Re: unexpected charge on new contract

Arne-TalkTalk — Tue, 27 Jun 2023 09:10:22 GMT

Happy to help.