Price agreed but contract is different

[Elseman]

My new contract as viewed in my account details & also sent to me via email is £10 dearer than the agreed pre contact documents. I have called customer service & have been told that the actual billing amount is the lower price. I have requested that the contract is changed & resent to me but this has again been sent out at higher amount . I do want this resolved within the cooling off termination period as I don't want to find that my bills suddenly change.

Why can they not send my new contract with the correct amount

Thanks

[Kath_P]

Hi Elseman, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear your contract isn't matching what you've been advised. Usually this will be down to a manual discount being added to bring the cost of the package down. Your contract would only show the contract price of the package and we're not able to edit contracts to add a manual discount on there I'm afraid. 

This is something we can certainly check and confirm for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_P]

Hi Elseman, 

Thanks for sticking with me via private message. 

I'm glad we were able to put your mind at ease. As agreed, pop back to me once your new services are active and I can do another check to confirm things for sure then. 

Speak soon,