Often, the cause of this double billing is poor management of procedures by operators. When migration is requested, not all the necessary steps are carried out to properly close the customer’s administrative account.
The most common problem occurs during the migration of telephone lines that offer both voice and internet services . In some cases, the new operator manages to complete the acquisition, but the old operator continues to maintain only internet traffic, resulting in a paradoxical situation: one telephone number, but two contracts for the same service.
What to Do If You Receive Two Bills?
If you find yourself in this situation, here’s a step-by-step guide on how to proceed:
- Check Invoices. Carefully review the invoices you receive. This could be due to an administrative error or an overlapping of invoices during the transition period. Keep in mind that the new operator may not have immediately communicated the migration to the old operator, causing delays in closing the contract.
- Contact Your Previous Operator. Contact your previous operator’s customer service to verify the accuracy of your billing. Request clarification on costs and ensure that the service deactivation has been properly recorded. Don’t forget to request a case number to track your request.
- Contact your new career. If your old carrier doesn’t recognize the error, contact your new carrier to confirm the service activation date and ensure there were no issues during the migration.
- Request to Refund. If your old provider continues to bill you, submit a formal refund request for the undue amounts, attaching invoices and proof of your provider change. Remember, providers must respond within 30 days.
- Contact UNC Experts. If you don’t get a satisfactory answer, you can contact UNC experts, who can assist you by initiating a conciliation procedure.
- Stop Automatic Debts. If you have activated automatic debts, consider temporarily suspending payments to your old carrier until the situation is resolved. Be sure to submit a written dispute to prevent the missed payment from being interpreted as a violation.
- Check Residual Costs and Cancellation Fees. During the migration, verify that the old contract was properly terminated and that there are no penalties or cancellation fees. For promotions with time constraints, early cancellation may incur additional costs.
By following these steps, you can better manage the double bill situation and ensure your rights are protected.
