topic Re: Confusion when viewing "Your Bills" in Contracts & Billing

Confusion when viewing "Your Bills"

gibbylinks — Tue, 25 Mar 2025 08:02:29 GMT

Why is it when I view "My Bills" every month the "Bill Total" amount NEVER matches the amount I have to pay.

The amount I have to pay (the amount in the circle) is always around £7.00 pounds more, but no explanation as to why !!

Neither total mention VAT or anything, it's very confusing and misleading. I can guarantee someone will know the reason, but it should be clear on the website, and I shouldn't need to ask,

Re: Confusion when viewing "Your Bills"

Chris_B — Tue, 25 Mar 2025 08:13:20 GMT

@gibbylinks Have you looked at the bill breakdown?

Re: Confusion when viewing "Your Bills"

gibbylinks — Tue, 25 Mar 2025 08:26:57 GMT

Hi Chris,

Yes the bill breakdown matches the amount in the Circle that I have to pay. My gripe is that the "Bill total" amount doesn't, so it's NOT the bill total. Confusing.

Re: Confusion when viewing "Your Bills"

bristolian — Tue, 25 Mar 2025 08:59:54 GMT

An outstanding amount from previous months, or part-payment with a shortfall, can cause these symptoms - but should be a one-off rather than regular.

A FlexPay plan would cause two payments, but the payment on each should match.

Visibility of 3months bills would be needed here I suspect.

Re: Confusion when viewing "Your Bills"

gibbylinks — Thu, 27 Mar 2025 07:03:06 GMT

I think being "pernickety" and having thought it through a bit more, it isn't obvious that "Bill total" is for the current bill, and not necessarily what you need to pay., but it doesn't explain to me the £7.00 difference. I pay by direct debit and always pay the monthly amount in full.

Re: Confusion when viewing "Your Bills"

Peter_W — Thu, 27 Mar 2025 09:32:14 GMT

Hey @gibbylinks.

I was thinking along the same lines as @bristolian that it may have been an initial shortfall carried over from a previous bill, but this is very unlikely when you're paying by direct debit.

This is all pure speculation without actually seeing and breaking down your bills though, so I'd recommend getting in touch with our Billing Guides, and they'll be able to check over everything with you and confirm what's happening.

Peter