topic Incorrect billing in Billing

Incorrect billing

NeilP3 — Tue, 30 Apr 2024 17:39:57 GMT

Hi - I have just switched from FF65 to FF150 (with considerable difficulty) with a broadband cost of £30 per month - however I have just been charged the previous rate of £35 and a few pence for April, and looking at my package details the old pre-contract details with this old amount are still showing. Please could this be corrected ? Thanks.

Re: Incorrect billing

Arne-TalkTalk — Wed, 01 May 2024 06:58:23 GMT

Hi @NeilP3

Has the speed increased at your side ?

The upgrade order is showing as pending which explains the bill being the old price, I will log this as a fault.

Re: Incorrect billing

NeilP3 — Wed, 01 May 2024 11:17:42 GMT

Hi Arne

i haven’t noticed an increase in speed since installing the new router at the weekend, so I wonder if the change has occurred ? I made a complaint about the time taken to process the change which resulted in a month’s credit being added and that has been applied to the bill, but to the old rate not the new reduced rate. Thanks- I’ll wait to hear from you further

Re: Incorrect billing

NeilP3 — Wed, 01 May 2024 14:54:24 GMT

Hi Arne

Just got Email to say Full Fibre switch has occurred- speed now definitely increased - however new contract details aren’t yet appearing in My Account details and there is still the query regarding the additional refund.

Thanks for your help so far !

Re: Incorrect billing

Arne-TalkTalk — Thu, 02 May 2024 08:45:19 GMT

Any overcharges should show as a credit on your next bill

Re: Incorrect billing

NeilP3 — Thu, 02 May 2024 08:50:52 GMT

Thanks- but as my new contract details aren’t yet showing in “My Account” details this presumably won’t happen until the details are changed. How long does this take to happen ?

Re: Incorrect billing

NeilP3 — Tue, 14 May 2024 18:38:56 GMT

Hi - my updated broadband deal is still not showing, therefore I’m not convinced that the next bill will be correct. Please could you help me sort this ? Thanks.

Re: Incorrect billing

Arne-TalkTalk — Fri, 17 May 2024 10:28:59 GMT

Hi @NeilP3

I can confirm that your package price is

Full Fibre 150 @£30 per month
International calls boost £10

Because the landline part has remained active, My Account is picking up the old account information.

Regards