topic Re: Being charged for TWO call packages ! in Billing

Being charged for TWO call packages !

Mozaic_1979 — Thu, 24 Aug 2023 18:13:34 GMT

Good evening, (posting on new a/c as usual one wont send me a password reset)

On 12th July we decided that the £16.00 Unlimited Calls Boost was no longer meeting our needs, so went online to cancel or reduce down to evening and weekends only.

On the screens to make changes to this boost, we noted there was NO option to cancel this boost - only a tick box to select Evening and Weekends only (£8)

I therefore chose the Evening & weekends boost, reasonably understanding this would override the existing Unlimited boost.

To my disappointment, my current bill is now charging me for BOTH boosts and will continue to do so going forward ?

Please can you arrange to immediately remove the Unlimited boost (as option still not there) and apply a £16.00 credit for my last bill that should not have charged this.

Re: Being charged for TWO call packages !

Divsec — Fri, 25 Aug 2023 04:14:48 GMT

Hi @Mozaic_1979 your post has been escalated and you should hear tomorrow. You will likely find your correction will appear on a subsequent bill as there always feels to be a lag in reducing bills but plenty of haste in increasing them😀

Re: Being charged for TWO call packages !

Arne-TalkTalk — Fri, 25 Aug 2023 07:51:44 GMT

Hi @Mozaic_1979

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

I have sent you a PM on the community

Regards

Re: Being charged for TWO call packages !

Mozaic_1979 — Fri, 25 Aug 2023 09:32:10 GMT

Hi, I cannot locate any ability to view PM's in my community account (new one here created yesterday for this).

Does this need activating or am I missing something ? Thanks

Re: Being charged for TWO call packages !

Arne-TalkTalk — Fri, 25 Aug 2023 11:53:55 GMT

Can you try again now, there should be a in icon on your profile.

Re: Being charged for TWO call packages !

Mozaic_1979 — Fri, 25 Aug 2023 12:11:41 GMT

PM now accessed, this contained a satisfaction survey link which i've completed - is this now ok to check original issue ?

Re: Being charged for TWO call packages !

Arne-TalkTalk — Mon, 28 Aug 2023 07:34:22 GMT

Sorry sent the wrong link, can you try again ive sent another PM

Re: Being charged for TWO call packages !

Mozaic_1979 — Mon, 28 Aug 2023 13:57:05 GMT

Latest PM now actioned.

Re: Being charged for TWO call packages !

Arne-TalkTalk — Tue, 29 Aug 2023 10:04:51 GMT

Thank you @Mozaic_1979

The boost has now been removed, and a credit has been raised on your account for the overcharge this month.

Regards