Billed twice for any time calls

[Yvonne25]

I am being charged an extra £12.65 than my package total.

My bill shows apart from the unlimited UK Calls Boost I'm also charged for Anytime Calls (£12.95).

[Arne-TalkTalk]

Thank you, I will remove the anytime boost and reverse the charge.

[Yvonne25]

Hi Arne,

Thanks for looking into this.

Yes, I did add it as anytime calls weren’t showing.

I’ve not been able to see bills in My Account so wasn’t sure what the extra charges were. Don’t know why the bills page won’t load – tried different browsers and cleared cookies etc. It was only when I recently tried on a friends computer I could see my bills.

[Arne-TalkTalk]

Hi Yvonne25

It looks like the anytime calls boost was added via My Account, did you request it? 

Because you were migrated from Shell the Shell anytime calls boost was automatically added in the switch over so you shouldn't have been allowed to add another calls boost 

I will need to remove the boost, and clear the additional charge. 

[Gliwmaeden2]

@Yvonne25, I think you were migrated from Shell and Ady is chasing up another issue for you?

The billing with the Shell migration is quite complicated and the way Anytime  / inclusive calls boosts are accounted for differs.

There is highly likely to have been a mistake, but you need to sort out all matters connected with the migration directly with Talktalk's Shell Migration team. 

Call 03451 720088 today (they close 6pm, then open again Monday 9am) or use Chat over the weekend. 

[Yvonne25]

Thanks, I've added my account number to my profile.

[Divsec]

Hi @Yvonne25 your post has been escalated and you should hear Monday. In the meantime please add your landline phone number to your community profile so that your account can be identified by the team here. Please don't post personal information here in the community.