Incorrect billing

Formal Complaint – Billing, Compensation & Unauthorised Change to Due Date

I am extremely disappointed with the way my recent service issue and subsequent billing have been handled.

I logged a support call for a complete loss of internet connection under reference ***. After several follow-ups and repeated assurances from different consultants that the matter would be resolved and escalated, the issue was eventually resolved.

I was also advised that, as compensation for the period I was without service, my services would be extended until 15 September.

However, I subsequently received an invoice for the full amount, without any clear indication that the promised compensation had been app****. I raised this concern and have still not received a proper response.

There is also another issue with the invoice: my agreed monthly payment due date has always been the 28th of each month. I have now received an invoice stating that the payment due date is 15 October.

I did not request or agree to a change in my billing date. My understanding is that the invoice should reflect my existing agreed billing cycle, with the relevant due date being 28 September, rather than changing it to 15 October.

I am therefore requesting clarity on why my billing date has been changed without my consent, as well as an explanation of how the compensation I was promised has been app****.

I have spent a considerable amount of time following up on this matter, including having to travel to the office and incur additional petrol and mobile data costs because I could not work from home without internet.

I would like this matter escalated to a manager and properly resolved, including:

1. Confirmation of the compensation that was promised to me and how it has been app****. 2. Correction/clarification of the invoice. 3. Confirmation that my original 28th-of-the-month due date will remain unchanged. 4. A written response to my complaint, as previous assurances and promised callbacks have not been followed through.

I am not requesting a new billing arrangement. I simply want the original agreement honoured and the compensation that was communicated to me correctly reflected on my account.