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SilverLady · 21-09-2013, 09:26

Well I hope you have better luck in renewing your annual line rental than I've had. I'm just off my 3rd month's call (and one letter to head office) trying to correct things.

I received renewal letter in July, phoned to query why 2 months early and was told about billing cycle dates, so paid the £120 over the phone then.

July bill £120 has been entered as credit to account and amount of monthly package bill deducted so nothing to be paid, BUT bill included £2.50 line rental. Phoned and assured it would be sorted. August bill again monthly cost deducted from this £120 credit!! - nothing to be paid but £14.99 rental included. Phoned again, told that I would have to pay the 2 uncharged monthly payments by credit card over the phone and assured of refund in September. September bill monthly package correctly charged and line rental shown as paid, but NO REFUND.

Identical letters received in July and August thanking me for renewing annual line rental.

Phoned again and told there will be refund next month. Agent agreed there would be refund, but did not understand query - he tried to tell me that paying in July would give me 14 months rental, so obviously 2 months would not be paid by the £120???

Waiting in suspense for bill next month.

On a completely minor point I pay my bill from Santander 123 account, so get 3% cashback from DDs but not from these payments I am having to make over the phone, so losing cashback as well.

21-09-2013, 09:26	#15
SilverLady Inactive Join Date: Jul 2006 Posts: 151	Re: Line Rental Saver Well I hope you have better luck in renewing your annual line rental than I've had. I'm just off my 3rd month's call (and one letter to head office) trying to correct things. I received renewal letter in July, phoned to query why 2 months early and was told about billing cycle dates, so paid the £120 over the phone then. July bill £120 has been entered as credit to account and amount of monthly package bill deducted so nothing to be paid, BUT bill included £2.50 line rental. Phoned and assured it would be sorted. August bill again monthly cost deducted from this £120 credit!! - nothing to be paid but £14.99 rental included. Phoned again, told that I would have to pay the 2 uncharged monthly payments by credit card over the phone and assured of refund in September. September bill monthly package correctly charged and line rental shown as paid, but NO REFUND. Identical letters received in July and August thanking me for renewing annual line rental. Phoned again and told there will be refund next month. Agent agreed there would be refund, but did not understand query - he tried to tell me that paying in July would give me 14 months rental, so obviously 2 months would not be paid by the £120??? Waiting in suspense for bill next month. On a completely minor point I pay my bill from Santander 123 account, so get 3% cashback from DDs but not from these payments I am having to make over the phone, so losing cashback as well.