Forum Discussion

Scott1sh's avatar
Scott1sh
Tuning in
2 years ago
Solved

Incorrect Billing

My December bill has come through and states it will be £60.80

My bill is normally £38.80 as I receive a Discount Correction of £22.00 per month

My contract still has 15 months left so I am unsure why the discount has not applied

  • Thanks for working with me via our private messaging service Scott1sh.

    Do feel free to keep us updated with how you get along when calling our team, and if there are any further billing issues that need to be addressed, feel free to come back to us.

    Thanks,

    David_Bn

  • japitts's avatar
    japitts
    Very Insightful Person

    Does the package price on your bill match the expected amount, and that of your contract?

  • Hey Scott1sh, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    Have you tried to look at the breakdown of the bill here It should explain this.

    Have any discounts or promotional codes come to an end? 

    • Scott1sh's avatar
      Scott1sh
      Tuning in

      I have had no contact about my billing being increase or any notice of my package promotion coming to an end

      If this is to be the bill from now on I will have to cancel as I cant afford a £22 increase

  • japitts's avatar
    japitts
    Very Insightful Person

    Your contract, and every monthly bill, should show the amount of any time-limited discounts and their expiry date.

    From your picture, a contract start of Feb 2022 would typically have had an 18month time-limited discount which would have been due for expiry around October 2023.

    • Scott1sh's avatar
      Scott1sh
      Tuning in

      The 18 month promotional discount makes sense if calculated from the package change in May 2022

      However, the 15 months remaining for the contract is surely an error, that would mean it would be a 33 month contract from May 2022

      I am surprised that I did not receive any contact about renewing my contract

      Hopefully I am no longer in contract and can then cancel and go somewhere else

      • David_Bn's avatar
        David_Bn
        Forum Team

        Hey Scott1sh, thanks for coming back to the thread,

        I'd be happy to take a look into this one for you.

        Check out the envelope in the top right hand corner for a private message from me.

        Thanks,

        David_Bn

  • japitts's avatar
    japitts
    Very Insightful Person

    Post up a copy of your contract from May 2022, with the personal details redacted. Also try your August 2023 bill, that should be within the 18month period.

    Being out of minimum term, you're in a perfect position to price up alternative suppliers for your combination of services, and then negotiate with VM on an informed basis.

  • Thanks for working with me via our private messaging service Scott1sh.

    Do feel free to keep us updated with how you get along when calling our team, and if there are any further billing issues that need to be addressed, feel free to come back to us.

    Thanks,

    David_Bn

  • I have just been billed £93.65 instead of £41.99

    I had £51.66 credited to my account on 18th January but it has not been reflected in my bill. This is the 3rd problem I've had in the 3 months I've been a customer.

    I need to speak to someone ASAP and get this refunded and rectified or I'll look to terminate my contract

    • Robert_P's avatar
      Robert_P
      Forum Team

      Hello Dazzler3

       

      It's disappointing to hear of the billing issues experienced since joining us, it's not the level of service or experience we expect and appreciate you taking the time to raise this via the forums. Welcome to the community.

       

      Depending on when the bill was produced and the credit added it could be the credit was applied after we requested the funds from your bank. Can you confirm the date the £93.65 was taken from your bank?

       

      Rob