topic Re: refund/ credit in Billing

refund/ credit

rockmonkey123 — Wed, 06 Nov 2024 13:34:51 GMT

where will a reimbursement/ refund appear (be found) on "my account"?

Was incorrectly charged for new router, told money would be re paid to "my account"

any info, help would be great

Re: refund/ credit

ferguson — Wed, 06 Nov 2024 13:41:37 GMT

Login to My Account then click on My Bills > Previous. Under Payment history does the credit appear there? If so, you can either leave it to defray future bills, or apply for a refund.

Re: refund/ credit

Arne-TalkTalk — Wed, 06 Nov 2024 14:56:51 GMT

HI rockmonkey123

When where you advised the replacement would be free?

Replacement's are always chargeable.

Re: refund/ credit

Gliwmaeden2 — Wed, 06 Nov 2024 17:52:48 GMT

@Arne-TalkTalk, a returns bag was sent out for the previous router by staff on here:

https://community.talktalk.co.uk/t5/Broadband/return-bag-router/td-p/3069014

@rockmonkey123, can you confirm the circumstances that required the new router to be sent out?

That might help clarify the situation for forum readers.

Re: refund/ credit

rockmonkey123 — Wed, 06 Nov 2024 19:22:58 GMT

Thanks for the reply

I have looked in my bills > previous, I could not see any credit issued there

Re: refund/ credit

rockmonkey123 — Thu, 07 Nov 2024 17:11:54 GMT

a new router was sent out to help resolve an issue with internet connection, it was said this would be of no charge, later in my next bill I was charged for the new router, I questioned this with the support team (via the chat) they confirmed this had been said and would honor it, putting credit of the amount back on "my account"

Bringing me to the original enquiry of, if this has been done and where I may find it

I hope that explains the situation a little, allowing the issue to be resolved

Thanks

Re: refund/ credit

Gliwmaeden2 — Thu, 07 Nov 2024 18:18:24 GMT

They can't change the bill they produced, but if they apply the refund in time for the DD, less will be taken out of your bank account.

If they were too late to catch the DD, the credit would show applied in the NEXT bill, so you pay less next month, @rockmonkey123.

Re: refund/ credit

rockmonkey123 — Thu, 07 Nov 2024 18:27:19 GMT

thanks for getting back to me, will this be the case, I was told before it would be credited to my account, allowing me to use in next bill or sending back to my bank

Re: refund/ credit

Gliwmaeden2 — Thu, 07 Nov 2024 18:29:58 GMT

It all depends on the timing, @rockmonkey123, how it shows up.

I escalated this for you yesterday, but will do so again, so that we can get a reply from staff.

Re: refund/ credit

rockmonkey123 — Thu, 07 Nov 2024 18:39:45 GMT

I appreciate that, thank you for you response and help

Re: refund/ credit

Arne-TalkTalk — Wed, 13 Nov 2024 10:21:15 GMT

Hi rockmonkey123

There is a credit showing on your account.

You can request a refund via My Account.

Regards

Re: refund/ credit

rockmonkey123 — Wed, 13 Nov 2024 13:15:05 GMT

Thanks for updating /letting me know and for helping resolve this matter, appreciated

Regards

Re: refund/ credit

Arne-TalkTalk — Wed, 13 Nov 2024 14:21:30 GMT

No problem.