Hi,
I took out a new contract on 29th July 2024 with a monthly cost of £69.87. However, when I received my first bill, it was for £113.50. I contacted the call center, and the representative acknowledged the issue, assured me that it had been corrected, and applied a credit of £43.63 to ensure I didn’t overpay.
Despite this, my August bill came in at £148.04. To avoid waiting on the phone again, I submitted a complaint form, expecting the issue to be properly reviewed and corrected. To my surprise, the response from the resolutions team completely missed the mark. They hadn't addressed the actual problem and simply stated, "We request you to clear the outstanding balance of £148.04." They claimed to have tried calling me, which is untrue, as my phone logs show no missed calls. Their "resolution" was essentially asking me to pay an amount I don’t owe.
Frustrated, I tried to communicate with them through their bot, but found that process incredibly frustrating, so I decided to call again.
Last night, I spoke with a representative who acknowledged that the bill was incorrect and assured me that my direct debit would be set to the contract price of £69.87. However, I’m still concerned, as I no longer trust the process. I fear that a debt will appear on my account and that next month’s bill will increase again. It feels like the issue is being temporarily patched rather than fully resolved.
Upon reviewing my bill in detail, I noticed that the problem seems to stem from the section labeled "Stream Subscriptions" on the last page. Unfortunately, the representative I spoke with couldn’t see this information on her end, which only heightens my concerns.
Can you advise on how I can escalate this issue to someone who has a deeper understanding of the system and can actually rectify the problem before it spirals further out of control?
Any guidance would be greatly appreciated.
