Price jump £14 within a week

[terrynorth]

Hi. So the situation is this I upgraded my broadband on 31st May from M350 to M500. And my price as emailed to me was £60.05. On the 6th June I joined o2 and got the Volt benefit of having the BB speed doubled to 1gig which I'm sure is a free upgrade. Yesterday I got a new bill and contract which I never agreed to for £74.05.

Why has this gone up because I had the volt benefit put on I called and the person I spoke to didn't even know what Volt was.

[Zach_R]

Hi @terrynorth,

Thank you for your post and welcome back to our community forums. We're here to help.

I am so sorry to hear that there appears to be a dispute with the cost of your current bundle. It's correct that the Volt benefits are free of charge, so applying these won't impact your package cost. Do you have any documentation of the package detailing the cost?

Thanks,
 

[terrynorth]

Hiya thanks for the replying,

Yes I do have documentation saying my bill will be £60.05 but I spoke to Caryl on the WhatsApp team and she assured me it will be sorted out and I will only pay £60.05 but I have gotten a bill for £82.57 she also said that there would be a rolling credit on my account til the end of the contract but why have I got this bill now?

[Zoie_P]

 Hi Terrynorth,

Thank you for your reply and sorry for any confusion on your bill.

So rolling credits will not show up on a confirmation email if you made the changes mid-way through your billing cycle, your next bill will then adjust to this and can be lower, for peace of mind I can take a look into this for you 🙂 

I will pop you over a PM and we can get this sorted.

Keep an eye open for the purple envelope.

Zoie

[Zoie_P]

Hi Terrynorth,

Thank you for messaging with me and I am glad I could rectify this for you 🙂

If you need anything please pop back to us here on forums and we will do our best to help any way we can 😄
Zoie

[terrynorth]

Thank you for everything and the time it has taken you hopefully it will all be sorted now.

 Take care.  Terry

[Carley_S]

Thank you for joining us on private message @terrynorth.

Glad we were able to finally get this sorted for you. If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please come back to us here on community if you have any further questions or concerns at all. 

All the best,