topic Re: I don't underatand what I'm being charged for. in Contracts & Billing

I don't underatand what I'm being charged for.

jNiebel — Sun, 25 Aug 2024 09:21:55 GMT

I've been trying to understand my last charge as it doesn't seem correct and speaking to customer support did not help.

On the 23rd of July I had a live chat where I said I wanted to end my current contract (monthly rolling) and this was confirmed by the CS .

Time goes by and on the usual day I get the text message saying my next bill is ready (16th of Aug) and that the direct debit will come out on the 24th as usual. So I got in touch again and I was told that yes the offer would deactivate after a month, so the 22nd of August however I was not told why I was being charged the full,usual amount even though I would not be able to use my current offer . If I'm being charged from 24th then I'd expect my offer to be active through September but that's not the case.

Am I missing something here? What is the correct course of action for me?

Thank you very much in advance .

Re: I don't underatand what I'm being charged for.

XRaySpeX — Sun, 25 Aug 2024 10:36:31 GMT

You needed to give 30 days notice of cancellation. Until that notice has expired your contract is still active & you could still cancel your cancellation. So bills are raised as normal. Once the cancellation is reached you will get a final bill, along with any refund due.

However I'm not convinced that cancellation via Live Chat will work. It's supposed to be by phone call.

Re: I don't underatand what I'm being charged for.

jNiebel — Sun, 25 Aug 2024 11:06:45 GMT

Thank you for replying.

Yes, I was made aware of the 30 days on my second time coming to live chat but that doesn't explain why I'd get charged a whole month after.

My offer renewed from 16th July to 16th Aug, on 23rd July I get confirmation of the cancellation. That would be 22nd of August even though I wasn't aware at the time. So I get another bill on 16th of August which is fair enough as my contract is still in play but the offer was only active 6 days from 16th to 22nd, so why is the charge a whole month worth ?

Also the cancellation through live chat must work through as the first person confirmed it had been done. A second person confirmed it was underway when I got in touch about the bill and lastly, it is effectively cancelled now.

Thank you again for taking the time to reply !

Re: I don't underatand what I'm being charged for.

XRaySpeX — Sun, 25 Aug 2024 11:22:59 GMT

Haven't I just told you? On 16 Aug your contract is still ongoing. You still have the opportunity of cancelling your cancellation. So on 16 Aug you are still billed for a full month. You will get back any refund due (for period 22 Aug to 15 Sept) once the cancellation takes effect.

N.B. For your "order" read "contract".