topic Incorrect Bill since Full Fibre upgrade in Billing

Incorrect Bill since Full Fibre upgrade

jmcixx — Fri, 15 Dec 2023 08:50:16 GMT

Hi,

I was upgraded to full fibre by Talktalk in October. The communication I received from Talktalk when I was informed of the upgrade specified that this change would not incur any costs (example emails attached).

The cost of my October bill was increased though - I raised [ET-520429], a credit was applied to my account and I was told the billing amount going forward would be fixed within 10 days.

It wasn't - in November when I received the next incorrect bill I raised [ET-549577] - a credit was applied to my account and I was told I would be contacted within 5 days by the 'specialist team'. That was on November 22nd. I have yet to be contacted.

I'm looking for some help with this as I don't want to have to raise a billing enquiry each month when I am overcharged.

Many thanks

Jim

Re: Incorrect Bill since Full Fibre upgrade

Gliwmaeden2 — Fri, 22 Dec 2023 21:24:23 GMT

@jmcixx, your post appears to have been overlooked. I will re-escalate it for attention. However, because of the Christmas break, it will be the 27th at the earliest before you get a response.

Re: Incorrect Bill since Full Fibre upgrade

jmcixx — Sat, 23 Dec 2023 10:25:39 GMT

Thank you @Gliwmaeden2.

The latest on this is that I managed to chat with an agent (rather than being routed to the billing enquiry form by the chat bot). It wasn't a great experience to be honest however I have been told that this is now fixed and that my bill will revert to the correct value from now on. I am not sure it has been fixed though as when I look online my package is showing as £39.95, my bill is £29.95 and my account balance is £26 (which is the amount that I should be billed) - so ideally a member of staff would check this out to make sure it has indeed been resolved.

Thanks again for your help.

Jim

Re: Incorrect Bill since Full Fibre upgrade

Arne-TalkTalk — Wed, 27 Dec 2023 12:29:04 GMT

Hi jmcixx

There looks to be an error on your account so I have raised this as a fault to the billing team

Post back when your next bill is produced.

Re: Incorrect Bill since Full Fibre upgrade

jmcixx — Tue, 23 Jan 2024 13:27:16 GMT

Thanks for sorting this out @Arne-TalkTalk . My new bill shows that my package and the price have been updated.

Could I ask another favour though - the package seems to have 2 end dates. One in Sep this year and one in June next year - see attached screenshot. Could you confirm which one applies please? June next year is my preference.

Thanks again

Jim

Re: Incorrect Bill since Full Fibre upgrade

Arne-TalkTalk — Wed, 24 Jan 2024 08:41:27 GMT

Hi jmcixx

Im not sure where the 2nd date has come from but your correct end of contract is September 2024.

Regards