Being charged for call package when it states it is free

[AudreyH0]

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.

[ferguson]

@AudreyH0 

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

[AudreyH0]

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...

The basics were ;

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.

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.

[Arne-TalkTalk]

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

[Gliwmaeden2]

@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. 

[Billx]

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

[AudreyH0]

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.

[AllyM]

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.

[AudreyH0]

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.

[Gliwmaeden2]

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.