Incorrect charges for bill

[Lukasz535]

Hello. Hope this email finds you well. Im writing to you because I AM really dissapointed with my bill for the internet. I moved on 28 march 2025 from xxxx. I cancelled the internet for in the middle of the march. On 28 march my internet on  stopped working and i thought everything was fine. however my bill for internet includes two amounts for 150 fibre data only (2x28) and i called to you and i have been told that I still also pay for internet on  which is ridicuolous for me and made me really dissapointed especially that i have been your client for many, many years. I Hope you can clear it out and make sure that i only pay for the internet that i use currently on xxxx. Obviously i dont need and never have i needed 2xinternet datas. I would also like to get a refund if possibile for the amount i have paid already for xxx when i clearly dont need it since 28.03.2025. Please sort it out as soon as possibile. Thank you.

 

[Mandisa-TT]

I have reviewed your account and found that you placed a cease on it on 17 March 2025, and it was officially closed on 28 March 2025 at your old address. A home move was requested for your new address; however, there were issues with the installation and delays in activation. Consequently, you were advised to place a new order, which resulted in having two active accounts at the same address.
 

You were compensated for the delay with a credit in April for your March bill, and no payment was made in April. In May, you were charged for part of the month, but in June, you were only charged for one account, while the current bill reflects the full charges for both accounts. ( you can refer to your previous bills on myaccount)
 

We attempted to process your payment today, and we expect to receive confirmation from the bank tomorrow regarding whether the payment was successful or rejected.

I also noted that you contacted the Full Fibre team regarding the billing issue, and they transferred you to the cancellation team. They informed you that a cease was placed on your account to close one of the accounts, ensuring that only one remains active. However, there is currently no cease showing on the account, but it may appear within the next 24 hours.
 

I apologize for the inconvenience, but you will need to check back with us tomorrow to confirm if the cancellation is reflected on your account. I have calculated a credit that will need to be added on your account, I will be sending you a private message to confirm this.

[Mandisa-TT]

Hi @Lukasz535 I apologize for any confusion regarding the charges for two accounts at different addresses. I will investigate this matter for you. Additionally, I have removed your addresses from the post. Please refrain from adding such content in the forum in the future.