Botched install £25 to fix

[Derek50]

Already posted about the install mess, search "Shabby Install" for the info. Got an engineer back to fix it and put it the way it should have been in the first place, and what do I find on my first bill invoice? A £25 call out charge. Already phoned (India) and a guy confirmed I would get credited the £25 on the bill. When should I expect this? Next month? Or the current bill seeing an amendment, it's still 2 weeks till payment is due? What a joke this is.

[Daniel_Et]

Hi @Derek50, thank you for your post.

We're sorry to hear you feel this way 😔

When a credit is added to an account, it'll normally be showing on the next bill due to be produced. 

Please pop back to us if you have any further queries. 

Regards,
Daniel

[Derek50]

I appreciate the apology, but the gent I spoke to said I wouldn't be charged the call-out and it has turned up on my bill. Possibly next bill I will be credited, but I'm not holding my breath. Why I'm being charged the call-out in the first place is the main annoyance to me, when I slowly and clearly explained to the operator what the state of affairs was when the engineer visit was arranged in the first place. The language barrier is clearly a problem when calling the call centre. Fingers crossed I don't need to do it again, not ideal in my first week as a customer that's for sure.

[Cardiffman282]

Keep in mind your 14 day cooling off period. 

[Daniel_Et]

Hi @Derek50, thank you for your response.

We understand how you feel, particularly at this early stage of your time with ourselves. 

If you'd like to raise a complaint about this matter, advice on how to do so can be found here. 

Once a complaint has been raised, you can track it for any updates using our online checker here. 

Regards,
Daniel

[Derek50]

So here I am, my next bill invoice has come through and no sign of the £25 call out fee refund from last month. The call centre operator had obviously lied as I was assured the credit on the account was issued last month.

[Adri_G]

Hi, Derek50.
Sorry to hear of the ongoing issues with this tech call charge you've had, we'd be eager to have a closer look and help with this.

I'll send you a PM here soon to do these checks together.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.