Still in contract but charged more this month (discount reduced)?

[#1]

Hi there,

Can one of the staffers possibly take a look at my billing? @Gandalf? 

I'm halfway through my 24 month contract and not due a price increase, but noticed my Direct Debit was £3.64 more than it should have been this month.

It's not calls or usage, my discount seems to have changed from -£2.19 to a charge of £1.45?

See below, thanks.

[#2 · Accepted solution]

Hi @Temrael 

I'm sorry to hear this has happened

I can't go into detail over our community forums but I've created a ticket on your account regarding this 

Let me know if there's anything else I can help with

[#3]

Great thanks Matthew.

And should that be fixed going forward?

i.e. Will I be charged the correct amount next month? I couldn't see any mention of that on the ticket.

Thanks.

[#4]

Yes that's right it should be correct moving forward but give us a shout if not 

[#5]

Hi @MatthewWheeler,

I've today received a refund of £1.42.

Is the rest of the amount I was overcharged on its way separately? There should be a further £2.22.

See the figures in my original post.

Thanks,

[#6]

Hi @MatthewWheeler,

Any update at all on the remainder of the monies owed?

Thanks,

[#7]

Hi @Temrael 

Apologies for the delay for some reason this case wasn't passed to me.

I've escalated this to our billing team to look into and it should be on it's way shortly

[#8]

Hi @MatthewWheeler,

I received the last part of the refund today, thanks.

[#9]

Hi @MatthewWheeler ,

Same this month I'm afraid, I've been overcharged again.

This month it was £26.53 rather than the agreed £24.34.

Can you again please arrange for the £2.19 to be refunded and ensure this is corrected so that this doesn't keep happening every month?

I also have a referral discount pending so it should probably be a bit less than £24.34 this month.

Thanks,

[#10]

Hi @Temrael 

I thought I'd take a look. I've refunded the overcharge and corrected the discounts for the future bills. 

[#11]

Hi @Gandalf (Mithrandir, Stormcrow, Wielder of the Flame of Anor),

That's brilliant, thanks so much.  

Out of interest, is the referral I did for my daughter last month, still pending? I know they take a while to show up.

Thanks,

[#12]

Hi @Temrael 

And I come back to you now at the turn of the tide.

I couldn’t see it, but if you can drop me a private message with her username, I’ll take a closer look.