Pro rata charging

[Jester-Joe]

I requested international calling bundle for an additional £5 to be applied for 1 month to one number on my account ! All confirmed via call to customer services ! Have been charged for 2 full months and being told that is correct as it is pro rata ! Sorry but that is outrageous! I asked for the service for 1 month only and that was confirmed! Now being told that charges for 2 months are correct !!

[drey_p]

Hi there

With any bundles, once you opt in they remain active on your account until they are cancelled.  Have you called up to cancel the bundle?  If not, that would explain why you've been charged for a second month. 

[Jester-Joe]

It was agreed in same call ! Customer services agent activated service and then put on account request to cancel at end of 1st month. This did not happened and whilst it has now been removed from account am being told charges stand ! That's rubbish !

[drey_p]

It probably would have been better if you'd called up a day or two later and cancelled it yourself rather than trying to do everything all in one go as it doesn't always work out as you've discovered.

[Jester-Joe]

What is making me angry is that it was activated in error on another number on my account but that has been fully refunded ! So don't understand why they are saying they can't refund charge on other phone !

Personally I think customer service is poor and very difficult and frustrating getting through on the phone and live chat is so slow and agents limitef by what they can do !

[Retired-LouiseE]

Hello @Jester-Joe

I understand your frustration at this, the best way forward is to speak with our Live Chat through this link and we will fully investigate this account and charges for you.

Louise