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MrsConfused's avatar
MrsConfused
Joining in
2 months ago
Solved

Contract Renewal not gone through

On the 5th of October I renewed my contract via the app at a new cost of £73.76 a month on a 24 month plan. 

My latest bill has come through today for over £100 (almost £20 up from last month) and according to the app I am still showing as up for renewal but now at £75.15 a month.

I have no idea why the first contract renewal hasn't gone through, no idea why the latest bill is so high and no idea why I'm still being offered another renewal at a higher price.

Is renewing via the app a known issue for it to go wrong?

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  • Molly_T's avatar
    Molly_T
    28 days ago

    Hi All 👋 Just retuning to this public thread to keep it updated. 

    Thanks to MrsConfused for PMing with me! We were able to confirm the details needed so I could investigate and offer further help with the contract renewal. 

    There were some issues with the renewal via the website, but we were able to get it sorted - and at a lower price than before! Pleased to have been able to help!

    It's now all sorted, but if there's anything else you need our help with please do let us know. Thanks for your patience! It did take a little longer than we would have liked. 
    Wishing you all the best. 🌞

2 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi MrsConfused 👋 welcome to the community forum! Thanks for posting. 

    Sorry to hear about your recent experience renewing your contract via your online account. 

    It sounds like there have been some issues with the package completing - there can be a number of reasons this happens. We will need to have a closer look at the account to investigate, and offer further support. 

    Please keep an eye out for a PM offering support in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      28 days ago

      Hi All 👋 Just retuning to this public thread to keep it updated. 

      Thanks to MrsConfused for PMing with me! We were able to confirm the details needed so I could investigate and offer further help with the contract renewal. 

      There were some issues with the renewal via the website, but we were able to get it sorted - and at a lower price than before! Pleased to have been able to help!

      It's now all sorted, but if there's anything else you need our help with please do let us know. Thanks for your patience! It did take a little longer than we would have liked. 
      Wishing you all the best. 🌞