I think I have been slightly overcharged after a home move, and thought I could get a quick refund (only £1.38 altogether).
I spent 10 minutes waiting for online chat, who then called me and passed me to a "specialist team" with a 5m wait that turned out to be a random help desk who knows nothing about billing, who then passed me onto billing where I spent 13m waiting and then got disconnected as soon as someone answered. So I thought I would check I am actually not just being stupid before I try again and see if anyone else can explain these amounts.
I am attaching a screenshot below, no personal information included, with the amounts from the bill. The relevant parts are from last months bill and involve the period after I moved and then the recharged amount.
So for broadband I pay £7.50 a month, and paid £7.50 in advance last month to the 27th. I was then refunded £2.32 and recharged £2.90 for last month to the 27th. This means I am paying an extra £0.58 this month on top of £7.50 last month - can anyone confirm this is correct and I am not going mad!!
It is the same for TV (only 16p or something) and even for Sport that should be £0 but after a refund then a new charge I am paying £0.64 for last months sport access.
Is it because of the September price increases?
I know that my last bill was just before the price increases and I paid the old rate in advance and will be getting adjustments on my next bill
Just a guess mind!
A price inscrease wouldnt do this anyway, but none of the services involved have gone up in price. I was and am paying 7.50 for broadband £5 for tv and free sport.
Something seems messed up, but I have little chance of explaining this to the people on the phone who dont always have the best language skills when I dont even know what is happening myself and the situation is well beyond normal anyway.
A price increase did exactly this for me last year. They deduct the amount you paid ahead of the increase at the old rate and then put in the new rate for the same period
But it was only a guess from me . Hope you get it sorted
The problem is the dates used by the system - all the refund elements are made for one day fewer than the associated recharges so you will be charged more than an ongoing monthly rate.
I don't know how you sort this one out - you could try live chat and query the discrepancy regarding the dates and touch wood you may have got through to someone who understands the problem. If not then the mods may have to help.