Hi i've recently moved address and switched my broadband to my new address with a new deal. Thought everything had went smoothly until i received an email today saying that a payment had no been received and i need to pay and i'm being charged a late payment fee.
After being on with customer service for nearly 90mins they said i don't have an active direct debit and that they couldn't take a payment because the system was down but if i used the automated service/online payment that it will be sorted and that the late payment will be removed from account.
I've paid what was needed to pay and checked my account and my direct is still setup with my account so why have the payments not been taken? Also why have i been put back to paper bills and charged for that also when i was setup for ebilling?
I'm sorry to hear that there's been a few billing issues with your account since moving home. I'd like to help get this sorted for you - I've popped you over a PM so I can take some details from you and go through security.
I'm really sorry to hear that you are also experiencing this billing issue and that you have not received a response to your complaint yet. I understand how frustrating this must be for you - we never want to make a customer feel like "the little guy." Apologies for any stress this has caused.
I'd like to take a look further into this, I will send you a private message to obtain the details required. Please look out for the purple envelope in the top right corner.