Renewal woes

[chris361]

I am having the same problem even though I raised a complaint and received an written answer stating that they would be renewing my package at the agreed rate. Spoke to customer services, hard to understand what they were talking about so unless somebody gets back to me pretty quick its going to get escalated.

[Robert_P · Accepted solution]

Hello Chris361

Sorry to her of the package and renewal issues experienced, we appreciate you taking the time to raise this via the forums.

We can see you have spoken to the team earlier today, their notes indicate t he complaint is still open and with the complaints team who will be in touch as soon as possible with an offer of resolution.

In your original post you mentioned the team had advised your package would continue at the 'agreed rate' how were you advised of this? Was it via letter, email or during a call?

[chris361]

It was agreed via a reply to a complaint that I had raised

[Vikki_M]

Hi chris361

To clarify please, were you happy with the resolution provided via that complaint?

If so, are you advising this offer hasn't been honoured?

Please pop back to us when you can. 

[chris361]

The reply stated that I could keep my existing package at the same price as I have been paying but I am been charged a price in excess of it

[Matthew_ML]

Can you confirm if you have checked your latest bill at all?

We've taken a look at our side and can see you've spoke to the team about this recently. 

[chris361]

The Bill Date is when your month’s billing cycle ended and when we’ve charged you up until.

Your Payment Date is 30 September, this is when you need to pay us £103.35 by. If you miss your payment date, you may be charged a late payment fee.

The deal that was offered and accepted on an 18month contract was Maxit TV + TNT Sports, Anytime chatter and M250 BB for £95.00 per month

[Molly_T]

Thank you for getting back to us Chris361 🌞

It sounds like you may need us to take a closer look tot clarify any concerns over the billing and contract. We will send you a PM to confirm a few details so we can offer support. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best.