I have been grossly ovcharged for printing I have not done

[mfbd]

I got a message on my phone last night to say I was being charged £57.98 for this months bill, my plan payment is £6.98.  I have been overcharged my £51!  I immediately logged into my account and not only am I being overcharged this month for 335 extra sheets exceeding my plan of 50 per month, which I have not printed out.  I have nothing that I would print that could be of such high amount of sheets of paper!  Furthermore I discovered that I was charged £81.98 for a whopping 804 sheets of printing that month!  There is no way that I could print such a ridiculous amount of sheets of paper.  I simply dont have anything that I would need to print of that size and if I did I certainly wouldnt be using my printer to do it, I would ask a printers to do it!  I am a person who prints out letters when needed and thats it and there are many months when I dont print anything at all, yet still pay my subscription and if HP looked at my account thoroughly, they would see evidence of this.  I have been a loyal customer since 2015 and have never printed much.  In fact I am paying each month for nothing really, I could buy my own ink for much cheaper overall, but I have stayed loyal to the company and the service.  But when I see such ridiculous figures of printing that I am supposed to have done, it is obviously a mistake oh their part. 

On phoning today I have not been treated fairly.  At first I was offered £20 credit on my account to cover my monthly payments for July, August and September 2025, which I accepted... but then because I still want a refund for the gross overcharges to my account the offer of £20 credit was taken away, and she stated that I have one or the other, not both!  How disgusting!  The credit offer should be one of goodwill until the solution is brought for the overcharge and refund... but no... HP are willing to lose a loyal customer by offering no goodwill in such circumstances.

I have been told I have to wait for the outcome of escalation to the 'advanced technical support team' who I'm not even sure will deal with billing queries?  I have asked to speak with a manager only to be refused.  I have spent an hour and a half this far on the phone, being 'fobbed off'.  I am disgusted with the service from HP. 

[Garp_senchau]

@mfbd, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I'm really sorry to hear about your experience, and I completely understand your frustration. 😔 It’s absolutely unfortunate that this situation has occurred, especially after you’ve been a loyal customer for so long. We truly value your business and don’t want our customers to have to deal with anything like this, particularly with overcharges that don’t reflect your usage. 

I understand that the service you’ve received hasn’t met the standard you deserve, and I want to assure you that we take these concerns seriously. I’ve made a note of your situation, and I’ll make sure your feedback gets to the right team to investigate the overcharges and billing discrepancies further. 

To help us track this issue and expedite the process, could you please share the case ID that the agent provided you? You can send it via private message, and we’ll make sure to prioritize resolving this as quickly as possible. 

Please rest assured that this isn't the experience we aim to provide, and we’ll keep you updated on the progress of the escalation.

If there’s anything else I can do to help in the meantime, please don’t hesitate to reach out. Thank you for your patience! 

Take care and have a good day. 

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Regards,