topic Re: Billing amount following transfer from Shell in Billing

Billing amount following transfer from Shell

itsstewart — Sun, 15 Sep 2024 18:14:44 GMT

When I queried why my 1st monthly TT bill in August (following the transfer from Shell)l was £26.86 - £7.79 more than I was paying Shell each month (£19.07)-it was said to be because of an adjustment in the payment date so I had to pay that much more pro rata. As there was a glitch by TT they couldn't collect that payment and I paid the extra by card. Now I've just received an email from TT saying this month's payment is £19.07 and it's being taken on the same day in the month as I used to pay Shell. So TT have taken an extra £7.79 from me for no reason. How do I get this back without waiting on the phone for so long it's going to cost me more than £7.79 in phone charges?

Re: Billing amount following transfer from Shell

Gliwmaeden2 — Sun, 15 Sep 2024 20:07:23 GMT

@itsstewart, on 30th August, Arne-TalkTalk wrote:

"itsstewart Are you able to access your bill , the extra this month is the pro rata charges since going live on our service upto the date of your next bill, and charge in advance for the month so your September bill will be wjhat you agreed with Shell."

It wasn't an "adjustment in the billing date", it was that Talktalk's billing systems have to charge from the date customers join / migrate UP TO the day the bill is made up, AND the month going forward.

All subsequent bills should cover the same days of each month going forward, so remain at £19.07 [though if there ARE chargeable calls these will show retrospectively, of course].

It's not Talktalk's billing system that has overcharged you. Shell's system will have charged you the CORRECT amount for their billing system too - a month going forward. Normally, once a switch has taken place, the PREVIOUS company would tidy things up and send any overpayment to their former customer - after the precise switch date is known and has taken place successfully.

It's slightly different here because you have been migrated, rather than actually left Shell.

This is why you are asked to call in on 03451 720088 after 9am [Monday to Friday till 7pm, till 6pm on Saturdays] to speak to the Shell Migration team about this.

They know all the ins and outs of what has been going on and are responsible for crediting back the payment from the overlapping period.

Re: Billing amount following transfer from Shell

Bevly — Mon, 16 Sep 2024 07:40:09 GMT

Dear @itsstewart

Any additional fee, for a transition/migration period, or pro-rota charges are TOTALLY unacceptable when we, as Shell Energy customers, had no say in this take over.

Further, emails from Shell Energy state categorically that everything would continue as normal.

This is an email I have sent to Talktalk today.

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 10:42:27 GMT

So you're saying I have to pay for a phone call to sort this out when none of this is of my doing. If Talktalk know about this why don't they just organise a refund of the overpayment instead of me having to spend money on a phone call I shouldn't need to spend and which might cost more than I'm owed? Who can I email about this or do I just complain to Ofcom?

Re: Billing amount following transfer from Shell

Anonymous — Tue, 17 Sep 2024 09:24:50 GMT

I am also a former Shell Energy customer. I may be able to provide you with an explanation of your bill that clarifies why you have been charged more that the monthly amount you were paying Shell Energy.

I have attached a copy of part of my bill.

Shell Energy's billing period was the 30th of the month to the 29th of the next month, but TalkTalk has changed this to the 11th of the month to the 10th of the next month. For that reason there is a part month charge for the period between the 30th of the month and the 10th of the month.

I was transferred over to TalkTalk on 25 June, and the bill appears to show that TalkTalk has charged me from the 25th June. However, look carefully and you'll notice that the final total of £31.10 is not the sum of the totals for the part month and the full month. There has been a deduction (not shown on the bill) for the period from the 25th of the month and the 30th of the month. The bill summary on My account shows this deduction, but provides no explanation.

Your transfer date may be different to mine, but your bill is most likely similar in format. I doubt that you have paid more than you ought to have.

By the way, if you call TalkTalk customer service from your landline, there is no charge.

Re: Billing amount following transfer from Shell

Arne-TalkTalk — Mon, 16 Sep 2024 11:49:11 GMT

@itsstewart calls are free to us, the migration team will be able to look at the shell account as they will have access,

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 11:56:19 GMT

No my calls aren't free

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 12:02:33 GMT

Where does it say calls are free to broadband users?

Re: Billing amount following transfer from Shell

ferguson — Mon, 16 Sep 2024 12:03:28 GMT

From a TalkTalk landline to the TalkTalk customer service number they are free.

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 12:05:27 GMT

Where does it say that?

Re: Billing amount following transfer from Shell

ferguson — Mon, 16 Sep 2024 12:06:14 GMT

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 12:44:25 GMT

Thanks. Can you phone other talktalk broadband customers for free on your landline too?

Re: Billing amount following transfer from Shell

Anonymous — Tue, 17 Sep 2024 09:25:15 GMT

If you read my earlier to response to you, I think it is likely you'll understand the additional charge. Note that TalkTalk has changed the billing period. This affects your first bill, even though TalkTalk may be taking the payment on or around the same date as Shell Energy was.

Re: Billing amount following transfer from Shell

Gliwmaeden2 — Mon, 16 Sep 2024 12:57:59 GMT

Yes: up to 3 hours.

Use the forum search engine. Lots of useful articles in there.

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 20:05:07 GMT

So why have I been told by Chat that I am being credited the extra £7.76 (My mistake earlier I thought it had been £7.79)? So what period did my July payment to Shell cover?, what period did the £26.83 I paid in August to Talk Talk cover? and what period does the £19.07 cover? I can't access my bills that might explain this as I've posted on another thread . I still can't make any sense of it all as the Chat people are saying exactly the opposite and that I have been overcharged.

Re: Billing amount following transfer from Shell

Gliwmaeden2 — Mon, 16 Sep 2024 20:25:56 GMT

@itsstewart, Arne-TalkTalk did ask if you were able to see your bills in one of the other threads but I can't see you saying that you have / have not managed to set up My Account - it's really better if you keep everything relating to one general issue in one thread to avoid confusion, extra time spent looking for what you are referring to.

If you haven't yet got My Account set up, you need to do this.

If you can't register because you may have been a Talktalk customer in the past, you'll have to ask staff to clear the old account information out of the way before you try to register afresh.

Your £7.76 will have been authorised by the Shell Migration team.

So that means you will be able to claim it back from My Account (once that's set up) or just leave it there to put towards NEXT month's bill, which will be adjusted accordingly when it's made up.

The remaining amount of £19.07 will cover the month going forward - whenever you received the bill, it would have been made up a couple of days previously and will be made up the same day each month (regardless of the length of the month). There can be a variation occasionally from month to month that notification actually shows up in the email, but only by a day. That notification will always remind you of when the direct debit will be taken or when payment needs to be made if by another method.

Can you confirm whether you were previously a Talktalk customer, to clarify whether this is affecting setting up My Account?

My Account was also simply down today..... if you do set it up, sometimes there's a problem at Talktalk's end, and it's worth checking in Service Status Dashboard in case it's been listed among ongoing faults.

You can find Service Status Dashboard via the community forum menu.

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 20:26:10 GMT

you're lucky you can access your bills, I've never seen one yet as they are always just 'loading'

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 20:34:28 GMT

I set up My Account as soon as I was migrated. I have never been a TalkTalk customer. I can't see anywhere on My Account where it says a credit has been created. I can't open My BIlls to see if it's there as when I click on that it's just permanently 'loading' but the My Bills box states it's taking £19.07 this Friday but the Chat person I chatted to previously told me the £7.76 would be taken off this month's bill.

Re: Billing amount following transfer from Shell

itsstewart — Mon, 16 Sep 2024 20:46:22 GMT

PS According to the Service Status Dashboard there isn't a problem but I can't access my bills so something's wrong

Re: Billing amount following transfer from Shell

Gliwmaeden2 — Mon, 16 Sep 2024 21:03:25 GMT

Thanks for clarifying that My Account is indeed set up.

If the wheels keep turning etc, try another browser, which may work better.

The previously made up bill cannot be changed: if it were printed on paper it would be unalterable.

If the £7.76 has been applied, the direct debit will automatically take £19.07 minus £7.76 on Friday, @itsstewart.

The NEXT bill will show the amended amount taken, as well as the new amount going forward from that date.