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Anvildon's avatar
Anvildon
Tuning in
3 months ago

Billing is incorrect

Hello, I recently signed a new contract at the third attempt of trying after two issues ordering online.

Your live chat colleague managed to find the deal and announced the pricing and sent an incorrect pre-contract through. I informed them, and have the assurance it would be changed and not to worry on the main contract. I accepted, and waited for the contract.

This has come through and is at the wrong, higher price.  I have screen shots of the name, agreement and reference of the live chat which can be provided.

Can you please assist or inform me where to go as the phone line in actually speaking to someone - despite using 150 - is impossible.

Regards,

 

 

 

 

2 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    3 months ago

    Hey Anvildon, thank you for reaching out and we are sorry to hear about your billing issue.

    Have you had a bill for this new contract yet?

    Normally what we would do is not send a new contract we would add a rolling credit onto this.

    A rolling credit is something that works in the background to bring the cost down to correct price we cannot just send contacts out with any prices on it you see and a rolling credit is the only way we can apply this.

     

  • Anvildon's avatar
    Anvildon
    Tuning in
    3 months ago

    Hi Matthew,

    No, not received a bill yet, but I don't understand how the contract can be different to what will be billed. The contract notes the rolling credits for the rest of the package so why would this be treated differently?

    I will wait until a first bill and then re-look at what is listed.

    Thanks,