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Billing Error from CF

MrCatDad

Casual Member
Hello all!

This is my first post on this forum, I normally just view it as a guest i.e. not logging in. Read some good advice from here.

Any ways, to the main point. This is just a heads up, I received an email from CF on the 25h of Jan, 2024.

Here is what the email said, so please do check your emails.

25th January 2024
Dear xxxxx,

We are writing to let you know that we encountered an issue with our bank's direct debit process, that unfortunately meant we were unable to take the payment from your bank account for the bill we sent you towards the end of December 2023, when normally the amount would have been taken from your bank account 3 days after the bill was sent.

The fault occurred on our part and not with your account. So please rest assured that this will not affect your ongoing broadband service. However, what this does mean, is that we will need to take two months payment on your next bill.

We apologise profusely for any inconvenience that this delayed billing may cause and want to reassure you that we will return to the normal monthly payments after your next bill.

Best regards,
Liam Halliday
Head of Customer Billing
 
Just checked my bank account and both December and January CF direct debits were taken correctly so seems like this issue doesn’t affect everyone.
 
Thanks @MrCatDad

I hadn't noticed but the last communication I've had on the subject of billing was the end of November.

I would have expected a couple of emails, bills and payments since then.

I imagine some poor accounts person has a nasty problem to sort out!

I've not had the email about 2 payments but I guess my catch up will be 3 (or more) months.
 
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Thanks @MrCatDad

I hadn't noticed but the last communication I've had on the subject of billing was the end of November.

I would have expected a couple of emails, bills and payments since then.

I imagine some poor accounts person has a nasty problem to sort out!

I've not had the email about 2 payments but I guess my catch up will be 3 (or more) months.
I would chase them up over that and get it checked out. As GreenLantern22, pointed out might only be a few affected by it.
 
I just saw my email. its double for me too.

Can you msg me the email of Liam Halliday?
 
I was affected by it as well. They didn't charge me in December - although my bank weirdly reported a new direct debit being set up on the day I was supposed to be charged. And then they charged me double this month as it said in the email.
 
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I was affected by it as well. They didn't charge me in December - although my bank weirdly reported a new direct debit being set up on the day I was supposed to be charged. And then they charged me double this month as it said in the email.


Hmm that is odd, about the bank saying its a new direct debit being set up. That did not happen to me. However they did take the payment double though yesterday.
 
I just checked too and in fact I had one month (December) where CF did not collect its bill, but didn't notice until this month's bill was sent to me and there was an extra charge for december and a few lines of apology.
 
Community fibre promised and contracted for three free rental months then took £54 from my account and refuse to rectify it. What is best to do?
 
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Community fibre promised and contracted for three free rental months then took £54 from my account and refuse to rectify it. What is best to do?

I would ring them up and question it. As you should have a copy of the contract when you signed up with them. So its a bonding contract, chase it up.
 
Even though I’ve not experienced any issues, I’ve noticed a new direct debit was setup for January and payment taken.
 
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