topic Re: Overcharged despite Contract Renewal in Billing

Overcharged despite Contract Renewal

Anneacton1 — Tue, 03 Oct 2023 19:25:04 GMT

I upgraded from Fibre65 to Fibre150 in June23 , with installation of new line only happening yesterday. Finding a date to suit with Open Reach was a challenge but I have been charged for September at the rate of £61.10 instead of what was agreed in June . Can this be rectified on my next bill and a refund forthcoming?

Re: Overcharged despite Contract Renewal

ferguson — Tue, 03 Oct 2023 19:29:38 GMT

How much more was it than you were expecting? Are there any additional charges showing on your itemised bill which are not clear? This has been escalated to the support team here for you and they will respond as soon as they can.

Re: Overcharged despite Contract Renewal

Anneacton1 — Tue, 03 Oct 2023 19:40:26 GMT

It is £13.15 more than what was agreed in contract renewal . Appears to be standard flat rate for everything including the Boosts that are included. Thanks for escalating . Anne

Re: Overcharged despite Contract Renewal

Gliwmaeden2 — Tue, 03 Oct 2023 20:01:33 GMT

So was the agreement in June a new contract, rather than a "free upgrade"?

The latter would mean that your old end of contract date would still apply and you'd need to get in touch to renew with the current service, or simply roll on from month to month at the standard rate, @Anneacton1.

Can you see an "end of contract" date in the bill (or check what it was in an old one)?

Re: Overcharged despite Contract Renewal

Anneacton1 — Tue, 03 Oct 2023 20:45:44 GMT

it wasn’t a free upgrade . It was an end of contract in June and I called to negotiate a new package

Re: Overcharged despite Contract Renewal

Gliwmaeden2 — Tue, 03 Oct 2023 21:13:45 GMT

So bills in July and August tallied with what you understood to be the new contract price and suddenly you found that the September bill had changed to standard tariffs?

Re: Overcharged despite Contract Renewal

Anneacton1 — Tue, 03 Oct 2023 23:44:20 GMT

Yes , that is correct

Re: Overcharged despite Contract Renewal

Arne-TalkTalk — Wed, 04 Oct 2023 07:29:09 GMT

Hi Anneacton1

Thanks for your post

I can look into this but first, can you please update your community profile to include:

Name

Telephone number or account number.

Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Regards

Re: Overcharged despite Contract Renewal

Anneacton1 — Wed, 04 Oct 2023 08:24:59 GMT

Hi Arne.

Updated now

Re: Overcharged despite Contract Renewal

Arne-TalkTalk — Mon, 09 Oct 2023 08:55:03 GMT

Hi Anneacton1

Thank you for updating your profile.

It look like the renewal request is stuck in issued so the account needs updating. I have logged this as a fault, I will also place a credit on the account for the overcharge.

Will let you know when the fault is fixed.