topic Re: Escalation for constant incorrect billing in Billing

Escalation for constant incorrect billing

Peteg1500 — Sun, 05 May 2024 19:47:42 GMT

I am constantly being billed the incorrect amount. This has been going on since I first took the full fibre service after moving houses.

I agreed a price, it was incorrectly billed the contract had to be renewed as a new contract as the price was fixed then as the contract hadn't been running for more than a month, the renewal either didn't happen or happened incorrectly.

At the last renewal I got another months credit and the promise of the correct billing. I have just logged back into my account and its still at the old incorrect price.

How do I escalate this as I have spent hours already.

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Sun, 05 May 2024 19:55:45 GMT

I am moving this to the billing section of the forum, @Peteg1500.

Staff will respond after the Bank Holiday.

Re: Escalation for constant incorrect billing

Peteg1500 — Sun, 05 May 2024 20:01:26 GMT

Thank you 🙂

Re: Escalation for constant incorrect billing

Arne-TalkTalk — Thu, 09 May 2024 12:14:22 GMT

Hi @Peteg1500

Sorry for the problems

It looks like an agent has tried to fix this, but it failed I will ask for it to tried again.

Re: Escalation for constant incorrect billing

Peteg1500 — Fri, 10 May 2024 11:11:04 GMT

I would be really grateful if this can be sorted. Its been ongoing since I moved houses and to Fibre

What are the next steps on this pls

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Fri, 10 May 2024 11:24:53 GMT

Please wait for staff to get back to you about this, @Peteg1500.

If you don't hear today, it will be after the weekend.

Re: Escalation for constant incorrect billing

Peteg1500 — Tue, 14 May 2024 16:00:24 GMT

Any chance of an update. This has been ongoing for some time now.

Peter

Re: Escalation for constant incorrect billing

Peteg1500 — Thu, 16 May 2024 18:10:55 GMT

Anything at all here. You have just taken another incorrect payment.

Pete

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Thu, 16 May 2024 19:58:18 GMT

This seemed to get overlooked this week, @Peteg1500, so I'll re-escalate it. Hopefully it will be picked up again tomorrow.

Re: Escalation for constant incorrect billing

Arne-TalkTalk — Fri, 17 May 2024 09:49:56 GMT

Hi Peteg1500

It has been raised to the billing team who are investigating.

They will contact you when the issue is fixed

Sorry its taking so long.

Re: Escalation for constant incorrect billing

Peteg1500 — Thu, 30 May 2024 15:31:41 GMT

I still don't have an update on this. Can you do anything ?

This is getting very frustrating, do I need a formal complaint or the regulator ?

Peter

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Thu, 30 May 2024 17:03:54 GMT

Once it's in the hands of the Complaints department, staff can't intervene, @Peteg1500.

You then have to let the Complaints process run its course.

See details in the link at the foot of the page.

Re: Escalation for constant incorrect billing

Peteg1500 — Fri, 31 May 2024 09:54:47 GMT

Is this in the complaints department ?

Sorry I just don't know this is or what is happening.

Could some one from talktalk pls update me

Pete

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Fri, 31 May 2024 11:19:59 GMT

No, this is billing support and forum staff are trying to help you on here, @Peteg1500.

If you scroll down to the bottom of the page you will find a link which explains the more formal Complaints procedure.

If you use that route, staff on here are limited and the Complaints department takes over.

Re: Escalation for constant incorrect billing

Peteg1500 — Tue, 04 Jun 2024 10:02:20 GMT

Hi Gliwmaeden2

But no one from TalkTalk is responding. Could some from Talktalk billing pls make a comment.

Peter

Re: Escalation for constant incorrect billing

Gliwmaeden2 — Tue, 04 Jun 2024 10:51:31 GMT

I'll re-escalate this thread, @Peteg1500.

Re: Escalation for constant incorrect billing

Arne-TalkTalk — Tue, 04 Jun 2024 12:47:58 GMT

The billing team are handling your account and applying credits to make sure you are billing correctly, your last bill was for the correct amount.

Re: Escalation for constant incorrect billing

Peteg1500 — Tue, 04 Jun 2024 13:35:26 GMT

arh brilliant thank you.

I hadn't dug into the bill as contract amount was still showing as the incorrect amount.

Thank you all so much.

Re: Escalation for constant incorrect billing

Arne-TalkTalk — Tue, 04 Jun 2024 13:42:49 GMT

Hopefully this will be resolved soon