Forum Discussion

Shailaa's avatar
Shailaa
Tuning in
4 months ago

Extra charge on my bill

Ive been charged £5.51 for package changes even though I was in my renewal window and I was being shown upgrades online when logged into my account with no charge fee - please can someone look into this and refund me this charge, it's not fair I have been charged this.

There was no option to pick a date I renewed from else I would have chosen the end of my contract as this is more expensive anyway and now you are charging me even more, this feels like a scam and I cannot afford it

Please can someone help me the agents on the phone and webchat are not helpful 

bill
billing
incorrect bill
  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    4 months ago

    Hey Sheailaa, thank you for reaching out and I am so sorry to hear about this billing issue.

    This will be a pro rota charge and this is normal practice.

    So for example you would be of been paying for your old package and the day you start your new one the new charge will happen.

    So lets say your billing period is the 5th  - 5th however you do a renewal on the 18th so would of paid for your old package from the 5th - 18th and then from the 18th your new package price. 

    • Shailaa's avatar
      Shailaa
      Tuning in
      4 months ago

      Hi Matthew, please could you private message me as I've looked through my bill and it's still not making sense so I want to go through the details of it with you rather than generically speaking? 

       

      Thank you