Additional feature (18) incorrect billing

[Ginger_Bryan]

I have the same issue for my October bill, with 2 x £6.99 charges of Additional Feature (18).  This is insane and was hoping that someone could please help on here to resolve this problem and refund it?

[Arissa_H]

Hi there 👋🏼, thank you for posting and welcoming you with big virtual arms to our community forum 🤗.

Sorry to see you are having issues with your bill and it is not what you was expecting ☹.

The extra charges that have been applied is this just for Octobers bill or is it on your September bill to?

Let us know we will do our best to help. 

[japitts]

Has the TV PIN on your TV box been changed from the default?

Or has "require PIN for purchases" been disabled?

[Ginger_Bryan]

It is only on the October bill, all the others are the standard amount I was expecting.

[Zach_R]

Hi @Ginger_Bryan,

Are you aware of any additional content that may have been purchased during October to explain these charges? Does anyone else in the home know what the PIN is?

Thanks,
 

[Ginger_Bryan]

There was nothing that I should have been charged with as we don't buy anything extra on top of what we have.  My mother, father and I all have the PIN yet no-one bought anything as I have discussed this issue with them and confirmed, it is just that 1 bill with 2 extra charges, as my next bill has just come through and is the standard amount again.

[Ilyas_Y]

Thanks for the reply @Ginger_Bryan on the forums. 👋🏼

I'm sorry to hear about the issues with the billing.
I will assist further and send a private message to further assist.

Kind regards,
Ilyas.

[Ilyas_Y · Accepted solution]

Thanks for speaking with us today @Ginger_Bryan on the forums 😇

I'm glad I have been able to assist with the billing query.
Let us know if you have any other issues and we'll assist where we can.

Kind regards,
Ilyas.