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cantona2's avatar
cantona2
Joining in
8 hours ago

incorrect bill after contract change

have recently changed package ie cancelled sky sports and tnt sports .Have also changed land line from anytime to evenings and weekend.Just received 1st bill since change.normal bill is showing 2 Refunds/credits.£16.75 that I am guessing covers Mega tv/any time chatter/sky sports HD pack/maxit tv.Also a second refund of 14.75 again guessing that that thiss covers cancelled sky sport collection.apologies for guesswork but this seems to be the split/spaceing on the bill.      now the fun starts..On the printable/pdf version only 1 refund is showing.1 Refund obviously going to virgin media Xmas bonus fund.To make things even more confusing the bill is showing usage charges totaling £25.92 covering calls to an unknown number to me viz.0345702011.On renegotiating the contract,I only kept the landline to receive incoming calls.all outgoing calls are made on my mobile,but historically certain people may only have the landline number,so they could still contact me.Now the bit that is reallly baffling the bill covers 4 charges."Your package £51.00,no problem here that is what the contract states,credit £16.75,credit £14.76 and the disputed usage charge of £25.92,so it is obvious that 1/the refund of 14.75 hass not been applied and 2/ the unknown usage charge charge (3 calls over a 3 day duration  period have not been made by me,indeed at the time of these so called calls I was away on holidy and have passport in/out stamps to prove it,and no one else has access to the property.Even more money to the Virgin christmas bash.Anybody had the same problems. 

2 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    5 hours ago

    Hi cantona2 
    Welcome to the Community Forums. 
    Sorry to hear about your billing and call charge concerns. 
    This sounds like you have received prorates for service dates you had already paid for in a previous bill. As you pay in advance for your services, if you make a change to the package price within a billing cycle, you would see this reflected in your next generated bill. You can see what's included in the prorate calculations in your billing breakdown. 
    In terms of your call charges, the number you've provided looks to be missing a number. The billing breakdown will show the number called, then Google might be able to give some indication of who might have been called. 
    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • Anonymous's avatar
      Anonymous
      5 hours ago

      "This sounds like you have received prorates for service dates you had already paid for in a previous bill."

      Sorry but what the heck does that mean? Did you actually mean "This sounds like you have received a prorated bill for your service.?"

      ‘Provate’ is a verb, sometimes a transitive verb, you can’t use it in the way you have. Oh no, hang on, you have simply copy and pasted a mandated response from up high, haven’t you?

      In the words of Samual L. Jackson in Pulp Fiction; ‘English, Motherfu***er, Do You Speak It?'