topic One-time installation fee!! customer from Shellenergy. in Billing

One-time installation fee!! customer from Shellenergy.

fuatd — Tue, 02 Jul 2024 10:28:08 GMT

This month we automatically switched from my internet provider shellenergy to you. I was charged an installation fee on my first month's bill for a modem I was already using and working. So there will be no new installation for me and I didn't ask for that.

This is an unfair situation. Who will correct this problem and the additional charge on my first invoice?

Re: One-time installation fee!! customer from Shellenergy.

Arne-TalkTalk — Tue, 02 Jul 2024 10:37:51 GMT

Hi fuatd

I have checked your bill, there is no installation fee you have been charged for the service used since the switch on the 17th to your billing date then the advance month charge.

Where are you seeing an installation fee?

Re: One-time installation fee!! customer from Shellenergy.

fuatd — Tue, 02 Jul 2024 10:44:14 GMT

Hey,

Thank you so much for the quick reply, I attached a screenshot,
Unfortunately, there is such a detail in my first invoice mail that came to me this month, what exactly is this?

Re: One-time installation fee!! customer from Shellenergy.

fuatd — Tue, 02 Jul 2024 10:48:13 GMT

Hey,

Thank you so much for the quick reply, I attached a screenshot,
Unfortunately, there is such a detail in my first invoice mail that came to me this month, what exactly is this?

Re: One-time installation fee!! customer from Shellenergy.

Arne-TalkTalk — Tue, 02 Jul 2024 10:57:35 GMT

There is no setup fee it would be listed in the itemized bill, the wording on the email is standardized.

Re: One-time installation fee!! customer from Shellenergy.

JZALSAGER — Tue, 02 Jul 2024 23:18:05 GMT

I have had got the same issue:

It looks like it was not a standarlized email, as we have different one-off setup charge.

check the link below please:

https://community.talktalk.co.uk/t5/Billing/set-up-charges-towards-customers-after-acquring-SHELL/m-p/3049480

Please solve the issue as soon as possible. And I am not happy to be advanced charged.

Thank you.