Renewed contract before contract ended - but new bill doesn't show it

Question

Hi,&nbsp;I renewed my contract via my online account 3 days before my contract was due to end. However a couple of days ago I received a new bill which is almost £70 more than my renewal price. I recevied the contract by email and also the order confirmation email showing the new price.Speaking to staff on whatsapp has been incredibly frustrating as they have no idea what I'm talking about and keep offering me worse deals. You also can't upload any files/screenshots to them to show the deal I agreed to. One of them gave me a managers email address to complain to, but the it came back as undeliverable (of course).Anyone able to assist please?

Martin_N · Answer

Hi Danzig85,
Thank you for your post and welcome to the community.&nbsp;
I'm very sorry for any issue with your renewal.&nbsp;
To confirm, was this done online?
^Martin

Danzig85 · Answer

Hi,&nbsp;Thanks for the reply.Yes that's correct, it was done online via the 'explore your renewal deal' section.

Martin_N · Answer

Thank you for that. To confirm, it can take up to 10 working days for online orders to be completed.&nbsp;
^Martin

Danzig85 · Answer

Ah okay, thank you.&nbsp;They should maybe specify that when you order, and at least let the support agents gain access to see when someone has placed an order. Instead I wasted an hour on the whatsapp chat going around in circles as the agent was adamant no order had been placed.&nbsp;So after these 10 days, my new bill should revert to the correct price?

Martin_N · Answer

The new bill wouldn't be amended. That would remain the same. It would be your next bill that is affected by the package change.&nbsp;
^Martin

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Renewed contract before contract ended - but new bill doesn't show it

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