New contract / incorrect billing

[richtea]

Hi there

I'm writing on behalf of my parents (long term TT customers, their account details are in my private notes)

They came to the end of their previous contract at the end of September, and received a call from the loyalty team on September 26 2024, to discuss their new terms.

They agreed a new 18 month contract at the price of £27 per month, which was due to start October 2024.

On top of this the loyalty team also offered them their first month free plus a £40 shopping voucher, which they accepted.

They then got October's bill, which was £15.90 (£42.90 minus £27). This should have been zero, based on the figures agreed above.

November's bill has come through at £42.80 instead of £27.00.

It seems like their contract has not been amended correctly within the TT billing department. They've spent an hour on the phone this morning to try and rectify the situation but were unable to get anywhere as they were passed around to different departments.

We're hoping you can help!

Many thanks in advance.

[Arne-TalkTalk]

Unfortunately there is no outbound loyalty team, they are only available on the given number.

[richtea]

Hi @Arne-TalkTalk 

Thanks for the reply. Odd that the renewal offer is showing up as being rejected and yet they were given the £27.00 credit note off October's bill.

As mentioned, they were on the phone for an hour this morning attempting to reach the loyalty team using the number provided (03451720088), and couldn't get through to the correct department.

Is it possible to request a call from a member of the loyalty team to discuss this? Or is there any other way of ironing this out?

[Arne-TalkTalk]

Hi richtea

The renewal offer rejected, its not clear why, sorry.  Meaning they are being charged full out of contract price. 

I would advise contacting the loyalty team again (03451720088 ) to place the order again.

Apologies again.