LekkerStuk
Level 1: Cadet

Why was I double billed when renewing bundle when previous bundle no longer in contract?

Answered
I was in a 12 month contract for unlimited internet and Foxtel From Telstra, I also, with great difficulties added my BYO mobile.with 5gb data and was given another 5gb due to being a longtime customer.
This had lapsed for quite some months. I was in credit with my account for $479.41.
I enquired about updating my plan to $59 mobile plan including renewing my broadband and Foxtel bundle for 24 months.
I incurred a bill of $482.72 April 2019 billing period.!!
Why did this occur and why was I not informed that I would be billed like this from the online customer service representative?
Within a week the phones motherboard failed and needed to be replaced. I now only have 3gb data on my plan even though I'm actually paying more per month for the plan.
I do concur that Telstra did give me the phone at no cost.... But was it ?considering the bill I received.
1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Why was I double billed when renewing bundle when previous bundle no longer in contract?

When you change plans your first bill will be a little different.

As it is billed a month in advance, you will receive a pro-rata credit for the unused portion of your old plan. So if you did it say half way through the billing month, you would get the unused half back.

You would then be charge on the new plan for the part of the current month plus a full month in advance, so again if it was done half way through the month you would see 1 and a half months of charges.

That being said, if the phone died in the first week, return it - either speak to mobile faults or visit a store and get them to fix it, ask if it the phone has a period it is considered dead-on-arrival as this can speed up the replacement in some cases.

With the data if you feel that it isn’t giving you the correct data allowance, speak to billing and request it is resolved, they should be able to confirm and if a bonus data was meant to be included would be able to fix it for you.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
2 REPLIES 2
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Why was I double billed when renewing bundle when previous bundle no longer in contract?

When you change plans your first bill will be a little different.

As it is billed a month in advance, you will receive a pro-rata credit for the unused portion of your old plan. So if you did it say half way through the billing month, you would get the unused half back.

You would then be charge on the new plan for the part of the current month plus a full month in advance, so again if it was done half way through the month you would see 1 and a half months of charges.

That being said, if the phone died in the first week, return it - either speak to mobile faults or visit a store and get them to fix it, ask if it the phone has a period it is considered dead-on-arrival as this can speed up the replacement in some cases.

With the data if you feel that it isn’t giving you the correct data allowance, speak to billing and request it is resolved, they should be able to confirm and if a bonus data was meant to be included would be able to fix it for you.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

Highlighted
Support Team
Support Team

Re: Why was I double billed when renewing bundle when previous bundle no longer in contract?

Hi @LekkerStuk,

 

@DrQ has explained what happens when you change plans pretty well, but I'd say that if you have any questions about what you have been charged for you can speak to our Billing Team on 132200 about this. They'll be able to take you through exactly what those charges are.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Telstra 24x7®

View your current bill summary and pay your bill with the Telstra 24x7® App

Download now
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now