From a billing error to a credit

You spot an unfamiliar charge on a bill. You send a message and wait. The useful step is keeping the case organised until you receive a clear reply.

Keep the bill, payment records, dates and query reference. Ask for a written reply and clarification of any deadlines.

If a correction is agreed, check it appears on the next bill or credit note. A credit exists when confirmed, not simply because a query was submitted.

Remember this

Good follow-through reaches the outcome.