Overcharged after renewing package

[Biggleslounge]

Hi I would appreciate some help please

Having renewed slightly later than planned I expected a slightly higher cost for one month which came and was paid. Now the following month's bill have come in and is over double the cost and says specifically on the bill that it is out of contact, even though I have an email confirming the renewal of a new contract last month and the supposed cost of that. 

Who is best to talk to about a problem like this? 

Many thanks

[Steven_L]

Hello Biggleslounge,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your contract renewal. Was your new package supposed to start immediately or did the team advise of a future date that this would start from? Does the renewal notification that you mentioned in your post advise of any activation date of the new package?

Kind Regards,

Steven_L

[Biggleslounge]

Hi Steven thank you for the reply

Supposed to start immediately after renewing over the phone. As I let it lapse slightly, I was expecting a slightly more expensive month initially, then for the contract to start asap. I've started a new complaint which seems to be going well albeit a bit slow (said they tried to contact me but didn't). So I have sent the PDFs of the contract renewal which shows the supposed costs on and see where that takes us. 

They have said this has happened "due to discrepancies". To me it sounds like the agent on the phone has messed up the new contract (my account number isn't even on the document, just blank) so they are simply charging me from month 19 at the out-of-contract price. 

[Steven_L]

Thanks for coming back to us Biggleslounge. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L