November bill too high

[flunker]

Hi, why is my November bill £33.35 for Fibre 65? It should be £24 as per my contract. I can't see any reason for the increase in my dashboard.

[Arne-TalkTalk]

Hi flunker

I have checked the account and cannot see a renewal,  So the bill produced is the out of contract price, I would advise calling the loyalty team on 03451720088. 

Sorry for any inconvenience caused 

[Gliwmaeden2]

They are things like Supersafe,  Anytime Calls  etc, @flunker.

Anyway the mystery remains for staff to resolve. 

[flunker]

I've never used a boost.. Don't even know what one is.

[ferguson]

OK, almost certainly a close coincidence of dates. Wait for the support team, as previously advised. 

[Gliwmaeden2]

Very odd, @flunker.

Are there any boosts on there that would have been previously discounted?

[flunker]

Payment due date: 29/11/2024

Contract received 18th Nov

[Gliwmaeden2]

It's not the day the bill arrives that matters, @flunker, it's the day it's made up to.

If you have not received a contract confirming the new deal (as I mentioned in my first reply) your renewal wasn't correctly processed. 

Please let us know if you received the contract email and what date.

[Gliwmaeden2]

That does seem tardy....but my bill comes in on the 9th, covering to the 6th so must be processed before that. There's still a chance that you were very unlucky with the timing, @flunker.

[flunker]

Made the renewal on Monday, bill came yesterday

[AllyM]

What date was your latest bill actually produced?

Remember that TalkTalk bills one month in advance, so if your bill was already in the process of being produced before your renewal went through, you may be billed beyond the end of your previous contract end date. Any adjustments due to renewing between those points would be made on next month's bill.

[ferguson]

It looks like the billing and renewal dates have overlapped, so you are being partly charged at the out of contact rate for the current period. Next month's bill will likely show a credit in your favour. The support team here can advise further when they are back online from Monday.

[flunker]

Ok, I'll wait for them to explain it, thanks.

[Gliwmaeden2]

@flunker, your bill is made up for the full month ahead. They do the maths a couple of days ahead so check the specifics of which days the current bill covers.

If it was made up before you phoned them your renewal was too late to catch this billing cycle, and any days after the end of the minimum contract period will be charged at full price.

If the renewal was processed correctly, the new contract will apply from that date and any overpayment will be adjusted in the NEXT bill.

Did you receive emails confirming the new deal and contract details?

If so, it was processed correctly. 

Staff will respond after the weekend. 

[flunker]

It doesn't end until the end of this month. I was given the option to renew over the phone a few days ago and that's what I did. I read the bill and it doesn't say what the extra charge is.

[AllyM]

Are you sure your contract period hasn't come to an end?

Have you read your bill?