Forum Discussion

Lucybonnie's avatar
Lucybonnie
Just joined
5 months ago

Change of package and billing issue

I changed my package on August 1st, I cancelled tv and phone but kept broadband. I was told new package would cost £39 per month. I received the new contract via email stating that it would be £39 per month from 13th September. I paid the full amount of £129 on August 13th but then received the bill for £129 for September. After phoning up to complain, I was told I would have to pay £48.05 in September but then £39 after that. I did write to complain but was told the same. However, I thought I only had to give 30 days notice as I was out of contract. Yet I was charged the full monthly amount in August and then I’m been told I have to pay the extra £9 in September. This goes way beyond the 30 days notice period. I don’t understand how I am been charged more than my new contract, 6 weeks after cancelling. Surely I already overpaid in August as I cancelled on the 1st August. 

  • Molly_T's avatar
    Molly_T
    Forum Team
    5 months ago

    Hi LucyBonnie 👋 Welcome to the community forum! Thanks for posting. 
    Sorry to hear these concerns about your package change and subsequent billing. When you remove any services, this can take 30 days to complete. Whilst this is happening, you can still be billed in advance for predicted services (as the automated systems don't identify that you will no longer be using them after the 30 day period). However, these charges are then refunded and adjusted via Pro-Rata as soon as they are removed. You then see a reduction on the next generated bill. 
    This can all be affected by the dates you have requested the change vs the day your bills are produced. 

    Without checking your account we can't be certain if this is what's happened, so we will send you a PM to confirm a few account details and offer further guidance. I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!Wishing you all the best. 🌞