Your bill's ready/Discrepancy in Monthly Deduction for Ordered Device

[udehict]

I'm writing to express my concern regarding the monthly deduction for the device I ordered on October 8, 2024, and received on October 11, 2024. As per our initial agreement, I was under the impression that a monthly deduction of £17 would be collected from my account via direct debit after 30 days of order, with an option to return the device within the 30-day period if I wasn't comfortable with it.

However, I've noticed a few discrepancies:
- The proposed deduction date is October 24, 2025, which is beyond the 30-day period from the order date.
- The amount has been increased to £18.65, contrary to the agreed £17.

I've attached the email statement sent to me on October 6, 2024, for your reference. Could you please clarify the following ¹:
- Why the deduction date has been pushed to October 24, 2025, considering the 30-day return period ended on November 7, 2024?
- The reason behind the increase in monthly deduction from £17 to £18.65?
- If the terms of the agreement have changed, could you provide me with an updated copy of the agreement and explain the changes?
- Confirm whether I can still return the device and cancel the direct debit within the initially stated 30-day period, considering I've already received it.

I appreciate your prompt response to resolve this matter. If there's anything that needs to be done on my part, please let me know. My order details are as follows:
- Order Date: October 8, 2024
- Device Received Date: October 11, 2024

Looking forward to hearing from you soon.

Best regards,
Eberechukwu

[JonathanB]

Hi @udehict,

We'll assume the reference to 2024 was a typo, but please let us know if we're misunderstanding. As Pete says we can't definitively answer this sort of question here where we can't see your bill, but I expect we can give the most likely answer.

You will receive your first bill within 10 days of taking your plan. It’ll be higher than usual as it includes more than just the first month.

• The first charge is for the first 2-6 days of the plan. This one-off charge lets you use our network right away while we’re setting up the account.
• The second charge is your first full monthly charge. You will see this on all future bills.

I'd recommend to check your bill breakdown, and this should help confirm this.

This has no impact on your right to return, in the event that you do decide to cancel, we follow a money back guarantee provided you arrange to cancel a phone or SIM plan within 14 days, or a Home Broadband plan within 30 days. So in that case although you may still pay the Direct Debit, you would receive a refund once the return is processed.

Hope this helps!
Jonathan

[PeteG]

Hello there. 

As this is a customer space, no one here will be able to access your account to give a definitive answer, but advice can be given based on the information you give. I'm a bit unsure on what to advise though as your post looks like it might have some mistakes on it that need some clarification. You've gone back and forth between October 2024 and October 2025 a couple of times, based on some of the information I would assume that you took the contract last year, but you've also mentioned that you're looking to find out if the device can still be returned under the 30 day return window. Could you clarify the dates in question? 

Pete.