Bill issue

[Agnesnit]

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Hi there was a mistake on my bill last month and my husband undercharged I rang ee spent ages going through it the young lady said she had put noted on both accounts to say I had rang and we wouidnt be charged the exstar.it was your fault not mine well guess what just got emails saying your taking the exstar amount this month really annoyed what was the point 

[Michael_D · Accepted solution]

Hi @Agnesnit 

Thanks for coming to the community.

I understand the frustration if the bill is wrong.

If our billing guides have said that they would correct the bill, and credits are due, they would be applied to the following bill, not to the one that has just been created. 

This would mean that the payment would be taken in full if you are set up for direct debit.

We don't have access to your account here to see exactly what is happening, so if you wanted to check what is happening with the bill and the issue, it would be best to call our billing guides again.

Michael