Phone bill

[goldrush]

Hi I'm not really understanding as to why I'm being charged every two weeks for my phone bill. I've spoken to a live chat agent however they were unable to offer any help, the contract I signed up for was only supposed to be taken once a month, I cannot afford to be charged every two weeks as I need that money for other things I would appreciate some help please.

[JonathanB]

Hi @goldrush,

We didn't hear back from you, please let us know if you managed to find out what was happening, or if you still need help, please let me know what you can from the questions on my last reply.

Thanks,
Jonathan

[JonathanB]

Hi @goldrush,

Sorry to hear that you're being billed differently than expected. I'm not too sure what would be happening here based on what you've shared, but I'll advise as best as I can, and hopefully between us we can fill in the blanks.

• Do you have a device plan? These will have 2 Direct Debits one for your airtime plan, and the other for device repayments. On your banking there'll be one payment showing H3G,and one H3G - Device Payment?
• If not and you have a SIM only Pay Monthly does mean that you pay once monthly, so unless you have 2 separate accounts and numbers, you wouldn't be charged every 2 weeks.
• Check the Direct Debit reference numbers, the first 9-10 digits are your Three Account number, so if these differ it points to there being 2 different lines being charged for.

How long has this been going on for now? Do you mean there's been two payments in quick succession? If so this could be an upfront fee, and/or as @Paddiewack says this could be the initial pro-rata payment. Or do you mean that there's been payments every 2 weeks for some time now?

Let me know on the above points, and we'll be best placed to direct you further.

Thanks,
Jonathan

[Paddiewack]

My only comment would be that if this is a new contract then your initial bill comes shortly after the commencement and is higher than normal because it contains a a pro rata amount to effectively get you onto your normal billing cycle which is every month;hence the term pay monthly. I’d suggest you call customer service on 333 rather than via chat to clear things up.