topic Re: New customer transferred from Shell Energy in Billing

New customer transferred from Shell Energy

Chris191 — Mon, 27 May 2024 11:09:14 GMT

As previously a customer of Shell Energy, my account has been automatically switched to Talk Talk (via Octopus Energy)

It was stated that I see no changes to my bill whilst on an existing 24 month contract, expiring 1st August 2024

My first bill from Talk Talk is £4.62 more expensive, including a £2.75 charge for Paper Bills. These were not previously charged as part of the original contract.

WHY ?

Re: New customer transferred from Shell Energy

Gliwmaeden2 — Mon, 27 May 2024 11:32:18 GMT

All Talktalk customers have a paper bill charge if they don't accept online billing, @Chris191, so you need to correct that via My Account.

Most customers set up My Account this way.

Check whether you have a part month charge for the days before the first bill was produced, as the contract dates and billing cycle usually don't match.

Also check for boosts or extras that sometimes appear by default: TV, Voicemail Plus, Supersafe, Phone Boost?

It should all be apparent in the details of the bill.

Forum staff will be back after the Bank Holiday. Meanwhile you can try Chat, or phone 03451 720088.

Re: New customer transferred from Shell Energy

Arne-TalkTalk — Tue, 28 May 2024 09:18:04 GMT

Hi Chris191

The paper charge has been removed, the first bill can be slightly higher due to pro rata charges from the start of the service to the bill date then the standard advance charge.

Your account is registered for My Account are you able to log in?

Re: New customer transferred from Shell Energy

Dishhassall — Sat, 03 Aug 2024 15:24:17 GMT

I have also been charged extra £11 more doesn’t seem right when you are getting the same service and not your choice to change supplier

Re: New customer transferred from Shell Energy

Gliwmaeden2 — Sat, 03 Aug 2024 15:39:28 GMT

The "extra" charges have mostly been accounted for because of Talktalk charging from the switch over day up to the date of the bill, as well as the routine month ahead, @Dishhassall.

If you have been overcharged by one or other company or charged twice for the same days covered, they will of course sort it out.

So check the days covered by your bill in the details in My Account.

If it still doesn't make sense, please return to the billing message board and click on start a topic to begin your own thread.

That's the best way to avoid confusion between accounts and replies.

Staff won't be back on here before Monday.

Re: New customer transferred from Shell Energy

SC489 — Tue, 06 Aug 2024 21:12:29 GMT

I discovered TalkTalk have also screwed up Anytime calls which doesn't appear on the online account.

Re: New customer transferred from Shell Energy

ferguson — Tue, 06 Aug 2024 21:14:59 GMT

Hey @SC489 it doesn't help you posting on other people's threads, your own issue is being dealt with.

Re: New customer transferred from Shell Energy

Dishhassall — Sat, 10 Aug 2024 08:27:10 GMT

I have looked at my bill ! Talk Talk explained that they work differently with the way the months work but I don’t think I should be charged more when I’m in a fixed contract where at the start of this I was charged more.

especially when I haven’t chose to switch over

Re: New customer transferred from Shell Energy

Gliwmaeden2 — Sat, 10 Aug 2024 08:42:38 GMT

It's no good posting on this thread, @Dishhassall.

I've told you above how to start your own.

If you want help from staff (and no one else on here can sort this out for you) you must start your own topic and they'll check whether any mistakes were made.

You won't get a reply before Monday now, whereas if you had started the topic when I told you to, this would have been sorted already.

Re: New customer transferred from Shell Energy

Dishhassall — Sun, 11 Aug 2024 07:44:19 GMT

I have had a email off talk Talk explaining why the extra charge just don’t agree with it that’s all .

Thank you for your reply