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Response to my complaint

I recently moved and transferred my account to my new address. Simple right? Nope, on top of the £20 change of address charge I expected and agreed to, I’ve also without warning been charged another 60 odd pounds for “change to my package”, my phoneline hasn’t worked since I moved beginning of July, and my TV signal is really bad. Trouble is I’ve been trying and trying and I can’t get through to anyone as my mobile minutes run out waiting on hold (can’t use landline) and no one on the automated chat answers except to ask me my account number then don’t respond. I’ve submitted a complaint online nearly two weeks ago and still no response. I didn’t even receive the 48 hr acknowledgement. I appreciate things are busy due to covid but I’m at my wits end. Can anyone suggest anything? Thanks 

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Re: Response to my complaint

Hello Suziecolenutt

I am very sorry that this has happened and shal make sure everything that can be done will be done to put things right 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Re: Response to my complaint

Hello Suziecolenutt

I have just replied by Private message 

Explaining the pro rata charges on your first bill 

Also an engineer has been booked to fix the Line 

Gareth_L

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