topic Re: Being charged for call package when it states it is free PART 2 in Billing

Being charged for call package when it states it is free

AudreyH0 — Sat, 11 Jan 2025 21:08:56 GMT

I have an unlimited FREE call boost worth (£16) without warning I am now being charged £5.26 for this without any warning or notification. I have logged into my account and it shows that I have the FREE call boost still listed (I have it screenshot) on my account despite my bill saying differently. Something clearly wrong somewhere.

Re: Being charged for call package when it states it is free

Gliwmaeden2 — Sat, 11 Jan 2025 21:34:22 GMT

Check your original agreement, @AudreyH0 : it's not always free for the entirety of the contract and hasn't been included in offers / deals for quite some time.

Usually it's just at a discount.

The odd figure you are being charged looks like a pro rata amount. If you are approaching the end of your contract, you'll see odd amounts appearing due to the bill covering some days at the out of contract price.

Staff will respond after the weekend and should be able to see what's been going on. Check back on here later in the week.

Re: Being charged for call package when it states it is free

AudreyH0 — Sun, 12 Jan 2025 14:10:25 GMT

Hi thanks for your input. Yes I did think it was a strange amount and as you say probably a pro-rata amount, this was the deal that I had and was given no written notification of it ending and like I said on logging into the account it still states currently that I have the £16 deal listed at £00 so why am I being charged?

If I am going to be charged £16 per month now for this call package I would be just as well using my included mobile minutes and finding another cheaper Broadband only deal elsewhere.

Re: Being charged for call package when it states it is free

AllyM — Sun, 12 Jan 2025 14:39:14 GMT

Am I missing something? Why the need to find a broadband deal elsewhere?

If paying for the calls boost isn't worthwhile for you, just cancel it and keep the basic broadband.

If your broadband contract is also coming to an end, phone customer services, ask for the loyalty team, and see what deal they can do for you.

Re: Being charged for call package when it states it is free

AudreyH0 — Sun, 12 Jan 2025 19:23:17 GMT

The part that you are missing is that the calls formed an overall part of the deal and if I am now either having to pay £16 per month for such or if not paying and not receiving the free calls then this changes the goalposts on the offer that I am receiving. I can easily source the same speed of broadband for £19 -£22 per month that I am paying almost £29 for thus saving a possible £240 over the 2 years of the new contract.

Also it would have been nice to have been told of this impending price change of which it seems I was not, and also the call boost still shows on my account as £00 with the £16 part scored out.

Re: Being charged for call package when it states it is free

Billx — Sun, 12 Jan 2025 20:30:12 GMT

This sounds like it is on the cusp of the contract running out.

So to make clear to the rest of us, could you please tell, when the contract ends, or if you don't know this, login to MY ACCOUNT and look there, then tell.

Bill

Re: Being charged for call package when it states it is free

Gliwmaeden2 — Sun, 12 Jan 2025 20:36:44 GMT

@Billx, see my first reply to the original poster.

I am going to lock this thread to new posts for now. Once staff have taken a look at it for you, @AudreyH0, they can unlock it so that you can reply again.

This is just to stop people posting and effectively pushing the topic down the queue for attention. It needs to be moving forward for staff to reach it.

Re: Being charged for call package when it states it is free

Arne-TalkTalk — Mon, 13 Jan 2025 13:22:41 GMT

Hi @AudreyH0

The calls boost on your account was free for 6 months, ending on the 31st Jan so the charge is for the period after that till the 11 Feb when your next bill is produced.

Regards

Being charged for call package when it states it is free PART 2

AudreyH0 — Mon, 13 Jan 2025 15:45:15 GMT

I had a previous thread but unfortunately someone has locked it and not unlocked it for me to respond after my enquiry was answered by Talk Talk:

https://community.talktalk.co.uk/t5/Billing/Being-charged-for-call-package-when-it-states-it-is-free/m-p/3090834

The basics were ;

The response I received today was "The calls boost on your account was free for 6 months, ending on the 31st Jan so the charge is for the period after that till the 11 Feb when your next bill is produced"

I find this response strange on a number of counts:

1. I cannot recall 6 months ago initiating the call boost as I have always had this add on.

2. I have always had this add on, which was at one time to be charged for a while back but when I was considering moving providers and it was reinstated as I was a long term customer as I state this was a while ago and I was not told it was for any given period of time.

3. I have a screenshot of the call boost on my account as £00

Something is clearly wrong somewhere.

Re: Being charged for call package when it states it is free PART 2

ferguson — Mon, 13 Jan 2025 16:02:39 GMT

@AudreyH0

I have unlocked your previous topic and merged it with your latest post.

Re: Being charged for call package when it states it is free PART 2

Arne-TalkTalk — Tue, 14 Jan 2025 14:11:02 GMT

Hi AudreyH0

On your bill it states

This is now expiring so to renegotiate a new discount you can call our loyalty team 03451720088 otherwise as of your next bill the boost will be full price of £16 per month.

Regards

Re: Being charged for call package when it states it is free PART 2

AudreyH0 — Thu, 16 Jan 2025 19:30:07 GMT

Hi thanks for your response. I have been with Talk Talk for 10+ years might just take the opportunity whilst out of contract to source some of the other cheaper deals elsewere that are available via the comparison websites.

Re: Being charged for call package when it states it is free PART 2

ferguson — Thu, 16 Jan 2025 19:46:07 GMT

Do let us know how you get on. Many ISPs charge extra just to have VoIP, let alone inclusive calls. You may be nonplussed by what you find.

Re: Being charged for call package when it states it is free PART 2

AudreyH0 — Fri, 17 Jan 2025 19:40:00 GMT

Thanks for your response I do not think I have 'nonplussed' anything, on the basics of BB only I see loads of deals of equal speed and sometimes more that are cheaper than what I am currently paying by £10+ per month or £240 over a 2year deal (even leaflets through door and sales people offering such), I can use inclusive minutes on my mobile and bag a cheaper BB deal. Sometimes it takes moments like this to motivate customers to move on.

Re: Being charged for call package when it states it is free PART 2

ferguson — Fri, 17 Jan 2025 20:29:39 GMT

Absolutely right. So cancel your landline Boost and you have a £16 saving right there. But do compare like with like and best of luck whatever you decide.