Unwanted Package Change

[CarolOliver]

Hello, I recieved my last months bill with an unexpected charge. Making my usual amount of £24 jump up to £40.14, even though my welcome offer doesn't finish until 17 November. Stating i'd made a package change, despite not making any chnage at all. I queried this on whatsapp at the time and was told it was an error and that i'd be charged the correct amount of £24 (which has happened). Now however I have this months bill and there is now an outstanding charge of £12.14 "owed from last month as your previous bill was not settled in full"

Looking for some help to get this sorted please

Carol

[Kain_W]

Hi CarolOliver,

Thanks for your post and welcome back to the community.

Sincere apologies for any issues faced with your bill, just to clarify on this matter with the most recent bill has there been any credits applied at all?

Also what was the date of the latest bill generated? As if the October bill is up then it would include the days in November of when you are out of contract term potentially.

Regards,

[CarolOliver]

The £40 bill that came through was, "bill date 11th September, Direct Debit Date 2nd of October" and the latest bill is "bill date 10 October, payment date 1 November"

[Arissa_H]

Thank you for confirming and coming back to us CarolOliver. 

So I can look into this in a bit of detail and go through the bill with you, I will have to private message you.

Please watch out for the envelope ✉.