Amounts of bills may be incorrect

[cofused1]

Two queries about my bills.

I have just recieved my latest bill and the Fibre 150 charge is a few pounds less than previously.  I have not recieved any notifications of this change from TalkTalk.  Please explain.

In addition my previous two bills included an adjustment refunding a bit more than twelve pounds also with no explanation given.  Due to previous overcharges, which were only finally sorted out via CISAS, I was expecting a much smaller monthly adjustment.  I queried the possible discrepancies both last month and in February via the contact details I was given but have received no response.  

Please let me know what is happening and confirm whether these bills are correct.  Thank you.

[Philile-TT]

Okay I will look into it for you and send you a private message.

[cofused1]

Hi Phili

Thanks for replying so quickly.   I understand the price index rise although I did not receive the usual annual notification this year.

However the complaint was resolved on  temporary basis by the small monthly credit you will see on my account in January this year.  This was supposed to be consolidated into the main charge.   What happened was the main charge did not alter but an extra adjustment was made in February and March. From April the main charge did alter but not to an amount I would expect and the adjustment stayed the same.  In May both main charge and adjustment altered so I actually paid the same as I had done in February and March.

I do not understand any of those and please explain to me privately what the agreed price has been over these months, what the individual elements are and how the credit amounts have been arrived at.  

Thank you

[Philile-TT]

Hi there @cofused1 I have had a look into your account and as per billing team the credits are applied to meet the agreed price point. As you have previously complained about the fact that you are being overcharged credits are applied to meet the agreed price point, credits may be slightly higher due to the fact that you are currently out of contract, even though you are on a fixed contract you are affected by the consumer price index (2.5%) rise. All in all, the bills are correct. 

[cofused1]

Thanks for replying Fez

That's fine and I gave you my contact details a while ago 

[nomfezeko-TT]

Thank you very much, I will need to look into this for you, and I will need to discuss some information privately as we cannot discuss what is on the account publicly especially your bills, is that fine with you?

-Fez

[cofused1]

Hi Kanya

Thanks and please look into this whenever you'd like to.

[kanya-TT]

Hey there, @cofused1. Please allow us to look into this for you. And advise us when you are ready.

Kanya

[cofused1]

Many thanks

[ferguson]

I have re-escalated it again with a note for the support team. 

[cofused1]

Thanks again Gliwmaeden2 but the new team have not yet come back to me and the same amount has been charged for May.  I am certain that it is incorrect so please could you or someone else reading this advise me how to proceed.  Thanks.

[cofused1]

Many thanks 

[Gliwmaeden2]

I'll re-escalate this thread for you, @cofused1.

It will be picked up by a different member of staff, as we have a new team helping us on the community. 

[cofused1]

Hi Arne and thank you for your explanation. I understand that the bill includes a credit but this is the third month that I have been received a larger credit than I expected, but not had any explanation on the bill or in a separate notification.  I was expecting a credit of one penny, as per earlier correspondence and instead it has been over twelve pounds. 

 Please could you or one of your colleagues explain to me what is happening and also let me know if the change in the monthly charge for Fibre 150 is intentional as I have not received any notification about that either.  Thank you.

[Arne-TalkTalk]

Hi cofused1

The bill looks correct the billing team are adding a credit to your account each month.

[cofused1]

I've done that

[fr8ys]

Thanks for the info. Please complete your profile so staff can trace your account and advise.

Thank you.

[cofused1]

The error from last year was a complaint but the messages I refer to in my posting here were queries asking for an explanation.

[fr8ys]

Hi,

Was this being handled as a complaint? If so then staff here may be precluded from getting involved and will refer this to the complainants manager involved.

You are in the staff's queue for them to look into.
For a quicker reply can you please ensure you have your personal information up to date in your profile including your TalkTalk landline phone number so your account can be traced. Link here - https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info
If you are unsure of your phone number, you can find this in My Account or dial 17070 from your landline phone and this will confirm the number for you.
You can also add your account number in the private notes field, which only you and the support staff can view.
Please post back when done.
Thank you