new contract hasn't appeared on website but package updated, cost incorrect

[AlanC11]

my package has been updated and all working really well but the contract is still shown as the old one with an incorrect price. I chatted previously using the chat as this has been like this for a while and said it would reset itself but it hasn't. I keep checking but nothing has changed and approaching another bill date with the higher charge shown as planned not the new one under the new contract

[monica345 · Accepted solution]

Hello,

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@AlanC11 kynectwrote:

my package has been updated and all working really well but the contract is still shown as the old one with an incorrect price. I chatted previously using the chat as this has been like this for a while and said it would reset itself but it hasn't. I keep checking but nothing has changed and approaching another bill date with the higher charge shown as planned not the new one under the new contract

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Your Package Update Isn't Reflecting Correctly.

That's frustrating! It sounds like there's a mismatch between your actual package and what's showing up on your bill.

Here's what you can do:

1. Gather your information: Have your account number, package details, and any previous correspondence ready when you call.
2. Request a written confirmation: Ask for a written confirmation of your new package and pricing once the issue is resolved.
3. Monitor your bills closely: Keep an eye on your next few bills to ensure the correct amount is charged.

Don't give up! You deserve to be billed correctly for the service you're receiving.

Let me know if you need more help.

[Nathan_B]

Hi there @AlanC11 👋 Welcome back to our forum and thanks for your post 😊

Sorry to see there's been some discrepancy with your package price. We'll be happy to take a look at this for you.

So this can be done I'll pop you a PM to confirm your details so this can be done.

Regards

Nathan