Frequent Visitor
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12 Messages
Bill amount doesn't match new service
Hello - I recently switched my service, effective as of Dec 13. However, my current bill which covers service from Dec 16 - Jan 15 is still showing the old amount and the old service level. Shouldn't the charges and service level reflect the new contract? Thanks.
Accepted Solution
CCMorgan
Gold Problem Solver
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3.3K Messages
3 years ago
Wonderful question, nodcl. I appreciate you taking the time to create a post here in our Community! You bring up a great question about your billing changes. When it comes to changes being reflected within our My Account app/website, they are dependent on when the order was actually made official in our system. If your order happens to still be pending, the changes won't actually reflect in the app until everything is officially closed out and finalized.
As far as the changes on the physical bill go, those usually won't update until your next billing cycle. Not this one, but the next. This is because we do bill one month in advance. Once it does update, you'll be able to review your full bill to see any credits and prorated charges that were added due to the changes made, broken down piece by piece. That is likely what is going on here is that the bill you're looking at was prepared and sent out prior to the changes made, so you'll need to wait for the following bill to come to see everything updated. Does that help? If you're interested in us taking a look at your account to confirm this for you, we'd be happy to.
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nodcl
Frequent Visitor
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12 Messages
3 years ago
Thank you, I think that explains it - because the bill for Dec 16 - Jan 15 was generated prior to the changes, it still shows the old amount. Presumably eventually there will be an adjustment for the change in service that went into effect Dec 13. Thanks for your quick response, I will wait until the next bill to see how it all works out, no need for you to look into it further right now. Happy New Year!
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