refund/ credit

[rockmonkey123]

where will a reimbursement/ refund appear (be found) on "my account"?

Was incorrectly charged for new router, told money would be re paid to "my account"

any info, help would be great    

[Arne-TalkTalk]

No problem.

[rockmonkey123]

Thanks for updating /letting me know and for helping resolve this matter, appreciated

Regards 

[Arne-TalkTalk]

Hi rockmonkey123

There is a credit showing on your account. 

You can request a refund via My Account. 

Regards

[rockmonkey123]

I appreciate that, thank you for you response and help

[Gliwmaeden2]

It all depends on the timing, @rockmonkey123, how it shows up. 

I escalated this for you yesterday, but will do so again, so that we can get a reply from staff.

[rockmonkey123]

thanks for getting back to me, will this be the case, I was told before it would be credited to my account, allowing me to use in next bill or sending back to my bank

[Gliwmaeden2]

They can't change the bill they produced, but if they apply the refund in time for the DD, less will be taken out of your bank account. 

If they were too late to catch the DD, the credit would show applied in the NEXT bill, so you pay less next month, @rockmonkey123.

[rockmonkey123]

a new router was sent out to help resolve an issue with internet connection, it was said this would be of no charge, later in my next bill I was charged for the new router, I questioned this with the support team (via the chat) they confirmed this had been said and would honor it, putting credit of the amount back on "my account" 

Bringing me to the original enquiry of, if this has been done and where I may find it

I hope that explains the situation a little, allowing the issue to be resolved 

  Thanks  

[rockmonkey123]

Thanks for the reply

I have looked in my bills > previous, I could not see any credit issued there    

[Gliwmaeden2]

@Arne-TalkTalk, a returns bag was sent out for the previous router by staff on here:

https://community.talktalk.co.uk/t5/Broadband/return-bag-router/td-p/3069014

@rockmonkey123, can you confirm the circumstances that required the new router to be sent out?

That might help clarify the situation for forum readers.

[Arne-TalkTalk]

HI rockmonkey123

When where you advised the replacement would be free?  

Replacement's are always chargeable.

[ferguson]

Login to My Account then click on My Bills > Previous. Under Payment history does the credit appear there? If so, you can either leave it to defray future bills, or apply for a refund.