Repeatedly billed wrong amount each month

[adium]

Hello,

I'm writing this message on these forums as I've spoken to 5-6 customer service agents via phone over the past few months and I'm still being billed incorrectly.

I signed up for Future Fibre 500 at £35 per month, which was finally installed in September after many issues. When I click on the 'my package' section of my account, it clearly shows this as below:

Current monthly package cost (excl. boosts and extras):

£35.00

Free for 3 Months - Fibre 500 Data Only ends on 15 Dec 2022

Despite this however, I'm being billed £44.95 each month. Every customer service agent recognises the issue quickly and tells me that they're escalating it but nothing ever seems to change and bills keep coming through at the higher amount.

Can someone please look into this and fix my billing situation, while crediting me for previous months where I've paid over what I should have?

Thank you

[Arne-TalkTalk]

Hi adium

The bill has been adjusted as agreed. 

Sorry this is still ongoing.

[adium]

Hi @Arne-TalkTalk ,

I've just received my latest bill and it's still showing a charge of £44.95. Please can you credit the bill again, and chase when this issue will be resolved?

This issue is taking an awful lot of time, and I don't really want to have to chase a credit each month in the absence of a proper fix.

Thanks,

[Arne-TalkTalk]

Hi @adium

I haven't been given an update but if the issue isn't resolved,  we will ensure you pay the correct price by raising a credit once the bill is produced on the 25th. 

Its not ideal I agree. when your bill is produced let me know on this thread.

[adium]

Sorry to chase again @Arne-TalkTalk - did the billing team get back to you yet and has the issue been resolved?

Another bill will be generated soon, so it would be good to not have to seek another credit and put this issue to rest.

[Arne-TalkTalk]

I will ask for an update

[adium]

Hi @Arne-TalkTalk ,

Sorry to chase again, but has this been resolved yet please? Good to hear that credits have been/will be issued, but it would be great to fix this at the source so that I can stop calling/messaging.

Thanks,

[Arne-TalkTalk]

Hi @adium

There is still no update, but when your bill is produced a credit will be manually raised to correct the balance.

Sorry that this is still ongoing.

[adium]

Hi @Arne-TalkTalk 

Do you have any further updates for me please?

My bill for 25 May-24 Jun has just been issued and does contain two £9.95 credits, but the 'charges in advance' section still shows £44.95 so I'm not convinced it's been fixed properly going forward?

Thanks,

[Arne-TalkTalk]

Hi @adium

Unfortunately there is no update, The root cause has been identified and a fault raised to fix it. 

Once I get an update I will let you know. 

Regards

[adium]

Hi @Arne-TalkTalk 

Has there been any update on this please? It's almost two weeks since you raised it with the billing team, and surely this is an easy one to fix?

Thanks,

[Arne-TalkTalk]

Hi @adium

Apologies my last reply was for another customer I was dealing with, and some how I linked it with your username. 

im still waiting for a response for your account but will chase them up today

Sorry for any confusion. 

[adium]

Thanks Gliwmaeden2 for escalating again,

The free months I've been given have never been an issue. Billing started at the correct time, and the February bill already had a catch-up sum included to account for Dec/Jan.

Your table shows the full price of my service (44.95) for which I'm being charged but that's irrelevant. I signed up to a deal that's £35 a month and haven't received anything since telling me my package has increased (I would certainly have cancelled immediately if it was raised 30%+).

I should be paying £35 per month, but I'm being billed £44.95 per month. This is incorrect and needs fixing immediately.

[Gliwmaeden2]

@adium, Arne's reply suggests that Talktalk failed to start the billing immediately after the free months phase had expired. 

So the 3 free months would have started in Sept.

First actual bill should have been December.  January also missing. 

If they only started billing you in February, are they playing catch up?

However, you are right, that the current full price for your package is as listed below:

 

The billing for FF seems to be generally rather confused at the moment.....

I'll re-escalate this for Arne to take another look at the maths, and the implementation of the deal.

[adium]

Hello Arne,

Have you seen my latest message? I'm a bit perplexed by your reply as this was never about the free months, which have never been in question.

The problem is that I'm being billed £44.95 per month for a service I agreed to pay £35 a month for, and despite multiple calls to customer service (who can see that I should be billed £35) my bills are still wrong.

Thanks

[adium]

Hi Arne,

This has nothing to do with the free months - I'm being billed £44.95 a month when it should be £35 a month...

Every one of the agents I've spoken to clearly identifies it as a billing problem and escalates it, but nothing seems to b

[Arne-TalkTalk]

Hi adium

The billing team have come back and advised the free months were used in Sept/Oct/Nov as the service went live 16/09/2021 and you were not billed until February. 

Regards

[adium]

Thanks Arne - hopefully this time the correction will stick!

[Arne-TalkTalk]

Hi adium

Sorry for the problems that you have had.

I will ask our billing team to look into this,  The discount has not been applied, in the back end server. 

Once its completed I will post back. 

[Gliwmaeden2]

I'll escalate this for staff attention, @adium.

[adium]

After reading other posts on this forum I have included my Talktalk a/c number in my profile - please send me a PM if you need any further information.