Forum Discussion

Delta9pl's avatar
Delta9pl
Joining in
4 days ago

Complaint not dealt with and billing error

I was sent a router as you thought mine was broke when it wasn't 

I posted back the router 

I received a message i needed to send it back so I called in anf was told it was sent in error and to ignore 

I received another message to return the router I called in again assured no charge and given £10 good will for inconvenience. 

I receive bill with the good will credit on it and a £40 change for not retutming router

I phone in again to be asked to prove my tracking which I did then I was told a 40£ credit would be added to the account and I don't have to pay it on my current bill I said I want a new bill be said he can't do that and asked if I was happy he closed the complaint. I said no he told me as I won't let him closer the complaint he won't add the credit and id get a call back in 48 hours which has not happened! 

Advice please this should not be so hard to sort out

2 Replies

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 days ago

    Hi Delta9pl, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some issues with your return and billing. When we offer a resolution, without closure of the complaint, we cannot apply the resolution. In your case, if the credit was offered as the complaint resolution, then we would not be able to apply this without closing the complaint. 

    It's also worth noting that we're not able to re-generate any bills. Any credits are added to the account and these will show on your next bill that's generated. 

    We're happy to take a closure look at things for you but in order to do that I'll need to confirm some information with you to pass security. I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

  • Delta9pl's avatar
    Delta9pl
    Joining in
    3 days ago

    I don't think you should be charging my bank £40 that I do not owe. 

    Replied to your private message