Changed my tv & internet plan to Ignite Flex 5 Jan 12th. Cancelled my home phone. Paid full balance owing on account. Installation of new modem Jan 19th. Feb Bill: no credit for portion of Jan old plan. Charged for install - which was waived as part of my new agreement. Charged full price for Flex 5. I have transcript stating offered and agreed amount. Continued to charge for my old plan internet and tv. Charged for a phone modem and cord - which I never had. Total overbilling Jan to March 31 $1147.46. 4.5 hrs on the phone to partially resolve. All details provided. Resolution; issue not resolved, issue the credits the rep. has documented. Deal with unresolved portion of credits when this current batch has been posted to the account. User's recommendation: Request all transcripts. Understand your bill (which is an issue as calls /on-line chat takes so long) get a ticket # and a tracscript number. Allow lots of time. It appeared to me that this was an exercise in endurance. Be prepared to be on the phone/computer for hours. Best to go with chats as there is a record of the conversation. Set-up an online account.