topic Bill doesn't match contract letter in Billing

Bill doesn't match contract letter

pnl4mc — Fri, 23 Jan 2026 11:51:32 GMT

I've just renewed via the loyalty retention team and my bill is higher than my contract letter. Can't get through on the "Chat" function - it's been unavailable for 3 days - phone line hangs up without reaching a real person. Anyone got any other means of contacting customer services??

Re: Bill doesn't match contract letter

mandisa1-TT — Fri, 23 Jan 2026 11:55:21 GMT

Hi there @pnl4mc I would love to assist you with your query, I will be looking into this for you.

Re: Bill doesn't match contract letter

mandisa1-TT — Fri, 23 Jan 2026 12:07:57 GMT

Looking at the current bill it was generated on 18/01/2026 and your new package went live on 19/01/2026 when the bill had already been generated, meaning the bill was charged based on your old package. The changes will reflect on your next bill.