Renewed contract before contract ended - but new bill doesn't show it

[Danzig85]

Hi, 

I renewed my contract via my online account 3 days before my contract was due to end. However a couple of days ago I received a new bill which is almost £70 more than my renewal price. I recevied the contract by email and also the order confirmation email showing the new price.

Speaking to staff on whatsapp has been incredibly frustrating as they have no idea what I'm talking about and keep offering me worse deals. You also can't upload any files/screenshots to them to show the deal I agreed to. One of them gave me a managers email address to complain to, but the it came back as undeliverable (of course).

Anyone able to assist please?

[Martin_N]

Hi Danzig85,

Thank you for your post and welcome to the community. 

I'm very sorry for any issue with your renewal. 

To confirm, was this done online?

^Martin

[Danzig85]

Hi, 

Thanks for the reply.

Yes that's correct, it was done online via the 'explore your renewal deal' section.

[Martin_N]

Thank you for that. To confirm, it can take up to 10 working days for online orders to be completed. 

^Martin

[Danzig85]

Ah okay, thank you. 

They should maybe specify that when you order, and at least let the support agents gain access to see when someone has placed an order. Instead I wasted an hour on the whatsapp chat going around in circles as the agent was adamant no order had been placed. 

So after these 10 days, my new bill should revert to the correct price?

[Martin_N]

The new bill wouldn't be amended. That would remain the same. It would be your next bill that is affected by the package change. 

^Martin

[Danzig85]

Hi Martin,

Thanks again for the reply.

I agreed to the new contract before my previous contract had ended, so there should be no increase in price. I would have otherwise cancelled my service and gone with another provider.

[Kath_P]

Hi Danzig85, 

Thanks for sticking with us on this one. It may help if I explain the billing in a little more detail. Our billing system works on a live system meaning you're billed for the services live on the account at the time the bill is generated. We bill in advance for the services so if you're coming to the end of your contract, you'll usually see the increase the month before. 

When changes are made to the account, if the bill has already been generated, this won' change it. In stead, the system will add a pro rata credit or charge to bring your billing correct to the services that are live on the account. This is then applied to the next bill that is generated. 

For example, if your monthly service charge is £50 per month, and you agree a new deal for £35 a month, this means you would have been billed for the higher package. A pro rata credit is then applied for £15 and applied to the next month to cover the overcharge on the previous bill. 

This isn't something that we can change I'm afraid however we will take on board your feedback and pass it over to the relevant teams. 

Let us know if you have any further queries or questions. 

Thanks,