topic Re: Call boost cancelled Sep. Still charged Oct. in Billing

Call boost cancelled Sep. Still charged Oct.

Montana — Sun, 08 Oct 2023 11:54:38 GMT

Hi,

as title, cancelled u/l calls boost 9 Sep and have a confirmation email of this date (can pm if required), but boost charge still included in October’s bill.

Please can this be cancelled accordingly and account adjusted in respect.

Many thanks

Re: Call boost cancelled Sep. Still charged Oct.

Arne-TalkTalk — Tue, 10 Oct 2023 11:07:10 GMT

Hi @Montana

Its still showing as active, Sorry.

How did you cancel it was it through My Account ?

Re: Call boost cancelled Sep. Still charged Oct.

Montana — Tue, 10 Oct 2023 16:49:57 GMT

Hi @Arne-TalkTalk

Thanks for looking into.

Yes cancelled (or so I thought!) on 9th September 2023 through My Account and doing so received a confirmation in My Account (as attached) and an email confirming too (also attached).

Please can this be cancelled as from this date.

Many thanks

Re: Call boost cancelled Sep. Still charged Oct.

Arne-TalkTalk — Thu, 12 Oct 2023 12:42:21 GMT

It looks like there is an error on your account stopping the boost being removed, so we need to log a fault for this.

Re: Call boost cancelled Sep. Still charged Oct.

Montana — Fri, 13 Oct 2023 14:15:54 GMT

Ah, ok, thanks for the update @Arne-TalkTalk

Re: Call boost cancelled Sep. Still charged Oct.

Montana — Mon, 16 Oct 2023 14:54:04 GMT

@Arne-TalkTalk, looks like the Oct DD was adjusted correctly even if the bill record on MyAccount is still showing the wrong information.

When you hear back on the logged fault being resolved, please let me know.

Many thanks

Re: Call boost cancelled Sep. Still charged Oct.

Gliwmaeden2 — Mon, 16 Oct 2023 18:39:48 GMT

They can't alter the bill after it's produced, @Montana.

Everything should be updated next time. Good they caught the error in time for the DD!

Re: Call boost cancelled Sep. Still charged Oct.

Arne-TalkTalk — Thu, 19 Oct 2023 11:33:27 GMT

Hi @Montana

The problem has been fixed and the boost has been removed.

Sorry it took so long.

Re: Call boost cancelled Sep. Still charged Oct.

Montana — Thu, 19 Oct 2023 16:39:19 GMT

No worries @Arne-TalkTalk , thanks for progressing this through.

Re: Call boost cancelled Sep. Still charged Oct.

Debbie-TalkTalk — Fri, 20 Oct 2023 08:04:54 GMT

Hi Montana

Thanks for your reply.

I'm just sending you a Private Message with a link to a short survey for the Community.

Debbie