Overcharged after upgrade

[#1]

Hi, Can anyone please help me with this problem, I am unable to phone as my speech is affected by a recent Bell's Palsy issue.

I changed my Full Fibre account which took place on 12th June, for Fibre 900, at a cost of 47.50 per month after discount.

However, I was charges over £80 around 12 July, and have now received this months bill of over £67 for 12th August.

Any help would be greatly appreciated.

Taff

[#2]

@taff11 

Have you registered with PN as a vunerabele person? Login to your Members portal. Under My Account you should find a link on how to resister.

As to your bill, look at your invoices for the past 3 months to see exactly what you have been charged for. The nyou can figure out how much the over charge is.

Brian

[#3]

Hi BMC,

Will register now.

Latest bill just shows a charge of £67.00 for full fibre 900, but without a discount of 27.00, which I had agreed to. Will look at the previous bill now.

Thank you.

[#4]

Sorry, discount should be around £20.00.

Previous bill shows two months charges of 67.00 less a months payment at the previous lower rate, and a discount of 6.00.

[#5]

@taff11 

Looks like the discount hasn't been applied correctly.

Hopefully, a staff member will pick up on this thread in due course and sort things out for you.

Once you register PN staff will know about your speaking problems and will contact you in an appropriate manor. Note you should also register with your utility companies for the same reason.

Brian

[#6]

Thank you again BMC, yes, I can now see from my previous bill that the discount of 6.00 applied to my previous package, but no discount on my new package at all.

Thanks again.

[#7]

@taff11 I'm afraid the problem of discounts not being applied correctly on account changes is an all too common problem🙄

as @bmc says , I'm sure a staff member will be along shortly to sort it out.

[#8]

Thank you everyone for your help, I have now been contacted by customer support, so hopefully this matter will be put to bed.

Best regards, Taff

[#9]

Hiya @taff11

Thanks for bringing this to our attention and I'm sorry for the confusion caused. 

I've picked this up and provided you an ticket here with what I have done to fix this.  

Please get back in touch if you need anything else.  

[#10]

Thank you Sammy, I've received your emails.

Best regards, taff

[#11]

Awesome, we will keep you posted

[#12]

Morning @taff11, 

I have sorted the last over payment out and emailed you the details. 

Is there anything else I can help with while I have you?

[#13]

Thank you Sammy, all good now, appreciate your help

Best regards, Taff

[#14]

My pleasure Taff, have a fab week!!