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Taylor1892
Contributor
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Message 1 of 7

Incorrect Engineer callout fee

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Hi,

 

My mother recieved a bit of a shock when a one off payment of £129.99 fee was on her bill causing her to overpay by £50, which in result put her into her overdraft.

 

This is surely a mistake as every engineer in the last 3 months has always fixed something outside the house apart from the time where the wall socket was replaced for a newer model and the engineers have always been friendly and not once mentioned about a callout bill (as nothing was found internall equipment etc.)

 

Admins / Helpdesk will be able to see the history of the bad line my mothers had due to the area. From rusty cables outside to the exchange flooding regularly.

 

I'm confident this is a mistake - could somebody check this for me please?

 

Much appreciated,

CT

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6 REPLIES 6
Moderator
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Message 2 of 7

Re: Incorrect Engineer callout fee

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Hi @Taylor1892 and thanks for posting.

 

I'm sorry you mum has received such a large bill. I can appreciate how that might have been a shock. The quickest way to get this looked into would be via our billing live chat team so can you give them a try and let me know how you get on?

 

Cheers

 

David

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Message 3 of 7

Re: Incorrect Engineer callout fee

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‘the engineers have always been friendly and not once mentioned about a callout bill’

Engineers aren’t supposed to engage with End Users about the possibility of them being charged because they have no say if they will or won’t be. All the Engineer does is close his/her job off saying what they’ve done and any charges are then raised by someone somewhere else.
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Taylor1892
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Message 4 of 7

Re: Incorrect Engineer callout fee

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Thanks David.

 

Turns out it was from June 27th last year.

 

Raised and sent to a team who reviews the situation for refund etc.

 

Cheers,

CT

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Taylor1892
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Message 5 of 7

Re: Incorrect Engineer callout fee

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Thanks Starwire.

 

Good to know.

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Moderator
Moderator
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Message 6 of 7

Re: Incorrect Engineer callout fee

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Thanks for letting me know @Taylor1892. I hope it gets sorted. Please post back and let me know how you get on.

 

Cheers

 

David

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Taylor1892
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Message 7 of 7

Re: Incorrect Engineer callout fee

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Hi,

 

Resolved and refunded - never needed to speak to the disputes team.

Must have been a mistake.

 

Thanks all.

 

CT

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