If you want a refund you will need to pay the full bill and then challenge them for a refund. Else you will end up as a credit defaulter on your credit score + account.
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Thanks for your post and apologies to hear you were having an issue with your broadband and now your billing too
Whenever you manually make a payment, depending on how you pay, it can take a few days to reach us and then a further 24 hours for your account to actually update. The best way to have you account update automatically is to pay via Direct Debit.
In terms of credit, Sam_L did advise you needed to speak to the team on 150 / 0345 454 1111 as we were unable to help you with this. We don't refund call charges as the option is always there for you to have a landline with us thus giving you free calls.
The 0345 454 1111 is charged at a low rate as per with OFCOM's guideline's and most Mobile Phone companies, use the minutes spent on these calls as part of your package (this you will need to check with them).
I can see, since posting, the team have spoken to you regarding payment methods going forward.
If you have any further issues, pop back and let us know.
Kath_F Forum Team
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