I don't understand why I've been disconnected, even though I paid

[Anonymous]

I was behind on payments, but recently caught up and paid them what they asked for.

However, when I logged into my account I can see that I'm now being charged a disconnection bill, which I will never be able to afford. Please no lectures about paying on time - I know I should have done - but why am I being paid a disconnection bill, even though I paid all that they asked for in my last bill?

Or was I disconnected, and the payment before was just ... a payment? 

[Anonymous]

Good to hear the issue is being resolved for you and then you can get back to using the service.

[MI5]

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@Anonymous wrote:

I gave them a ring and it turned out there was a complete mix-up.

They refunded me £25 and the advisor I spoke to was baffled by it - she had no idea what it was for in the first place. For some reason they charged me the disconnection bill even though I'd paid, and she said I don't need to pay it.

I just need to pay them £15 to reconnect, and I'll be up and running again.

So ... phew!

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Excellent and great you got hold of a good CS rep

[perksie]

That was a bit of a palaver, glad it's sorted out.

Very worrying kind of mistake for them to make.