Forum Discussion

Unicornlala's avatar
Unicornlala
On our wavelength
27 days ago

New cheaper package billing incorrect

Hi,

I upgraded my package but the cost is less than my old package, my payment has been taken from my account and it is still at the old amount so I am now in credit. How do I get this money back please? 
I have been billed the old amount when the bill covers the period 25/9-24/10, new package started 5/9

2 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    26 days ago

    Hi Unicornlala 

    Thanks for posting and welcome back to the community. Sorry for the bill shock but this is easily explained so please don't worry :). From what you've said, you've done a new order and it'll start after the bill production date. So on that bill produced, you're billed at the higher rate. When the order goes through, this will generate pro-rata credit, due to you because you've been billed for the days at the higher rate at which the package has already started. This credit you'd then see on your next bill. 

    Hope this helps but if you need further assistance, please pop back :).