Bill not generated

[Buzzbuzzen]

Since adding a new service to an existing account and now upgrading an out of contract mobile, my bills are not being generated. I have completed 5 live chats with each operator saying it will be generated within the next 48 hours. Nothing happens. My account shows my balance of $0.00 is overdue. Who do I contact next to get this reolved ? 

[Ray_YC]

Hi Buzzbuzzen,

So it's been more than a month since you added a new service and upgraded another? (If all on the existing account and within a month the normal billing period would remain the same).

What was the issue date of the last bill you received? As you stated nothing is overdue so that's good news.

[Buzzbuzzen]

Yes. Last bill I received was for the period 16/8/19 - 15/9/19 which was correctly paid by direct debit. The bill before for 16/7/19 to 15/8/19 was not received which started the chats. After the chat it was added to the then current bill as an overdue amount. I had to pay this manually for some reason. Now the latest bill which should be for 16/9/19- 15/10/19 has not been generated again. A message person was to get back to me 48 hours from Monday 21/10/19 with a solution. This has not happened.

[Ray_YC]

Thanks for clarifying. I can only guess they needed assistance from our IT team but they should keep you updated. Have you sent a follow up message?

[Buzzbuzzen]

Yes two follow up messages , both suggesting I wait 48 hours until a solution is found. That was last Monday. No bill or follow up messages received.

[Buzzbuzzen]

Messaged again on Monday 28th October. Was told " great news your issue is being investigated and a solution will be found within 5-7 business days. I will personally follow up on this " That's at least two people promising to follow up !

[Ray_YC]

Should take half the 5-7 business days timeframe quoted then 🙂 

It is an unusual situation and I imagine the person(s) are in touch with the Billing team to work out how this happened.