topic Re: Being charged for cancelled service. in Billing

Being charged for cancelled service.

benny55 — Thu, 04 Jul 2024 13:56:09 GMT

On the 6th June I removed my 'International Boost' package from my account. I have had a confirmatory email to that effect.

Now I find my latest bill continues to charge for this cancelled service.

Please can someone look into this.

Re: Being charged for cancelled service.

Gliwmaeden2 — Thu, 04 Jul 2024 15:29:44 GMT

If your bill had already been made up, @benny55, which is two or 3 days before you get notification, the charge would already be applied but if you have removed the boost, you'll not get the benefit of the boost any more - the extra you paid should be credited back on your next bill.

The current bill can't be altered once it's issued.

Re: Being charged for cancelled service.

benny55 — Thu, 04 Jul 2024 15:36:04 GMT

Thank you for your reply.

This change was implemented last month so I would have expected it to be reflected on my account by now.

More worrying, looking forward at my 'future billing', beyond July, this charge appears to remain in place

Regards,

Benny..

Re: Being charged for cancelled service.

benny55 — Thu, 04 Jul 2024 16:23:58 GMT

Just to update this post.

I’ve now examined ‘My Package & Add-ons’ and this feature has NOT been removed, as requested, this despite your email of the 7th June confirming that this had been actioned. see below;

You chose to remove these Boosts and features:

#BOOSTS_REMOVED#

Regards,

Benny.

Re: Being charged for cancelled service.

Gliwmaeden2 — Thu, 04 Jul 2024 17:05:29 GMT

It's a complete pain when the boosts don't correctly get removed from My Account, @benny55, and the problem only appears to be getting worse.

I'll flag this for staff attention.

If they can credit the pro rata amount and the amount showing for the boost for the forthcoming month, AND completely remove the boost for you, that should sort it before the next bill materialises.

Re: Being charged for cancelled service.

benny55 — Thu, 04 Jul 2024 17:28:52 GMT

Thank you for your input.

I shall have to wait and see what happens.

Regards,

Benny.

Re: Being charged for cancelled service.

benny55 — Fri, 05 Jul 2024 11:51:56 GMT

I've just got off a chat with CS and it would appear that the 'Boost Removal' request I submitted via My Account was never recorded on their system, this despite having issued an acknowledgement E-mail.

I'm now advised that this has been actioned and a refund will follow.

Thanks to all.

Benny.

Re: Being charged for cancelled service.

Arne-TalkTalk — Tue, 09 Jul 2024 12:11:52 GMT

Hi benny55

The boost has been removed, and a credit raised, I have raised this to the My Account team as this could be a bigger issue, would you be able to confirm some details how you made the initial request,

What browser was used?

Was it done via a tablet/mobile phone if so what OS was it.

Sorry for any inconvenience caused

Re: Being charged for cancelled service.

benny55 — Tue, 09 Jul 2024 15:34:50 GMT

@Arne-TalkTalk wrote:
Hi benny55

The boost has been removed, and a credit raised, I have raised this to the My Account team as this could be a bigger issue, would you be able to confirm some details how you made the initial request,

What browser was used?
Was it done via a tablet/mobile phone if so what OS was it.

Sorry for any inconvenience caused

The change was processed via the ‘My Account’ selection option.

This was carried out on the 7th June using a Laptop running on Windows 11 with Firefox as the browser.

The confirmatory email was also dated 7th June and timed at 13.56.

Re: Being charged for cancelled service.

Arne-TalkTalk — Wed, 10 Jul 2024 07:08:40 GMT

Thank you.