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Unbilled Call Charges.....

  • Jameseh
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« Reply #32 on 20/10/2009, 18:22 »
Thanks Alan.

Post edited.
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« Reply #33 on 20/10/2009, 18:25 »
Quote from: Jameseh on 20/10/2009, 18:21
There's a big clue in my forum signature, but I'll leave it there as this thread is in danger of going off topic, then it's quite an important one in the first place.

Then in that case its obviously not accounts therefore it should be whoever got it wrong apologising however i understand that you are only doing your job. How on earth someone can incorrectly type £587 and god knows how many other incorrect figures is beyond me. Think many will agree with me when I say the accounts department could do to wake up a little  Undecided
Kaz
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  • Jameseh
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« Reply #34 on 20/10/2009, 18:28 »
It's not the accounts department that was responsible for the email send.

I don't want to go into any finger pointing, but it was a very simple mistake and noone will be charged extra as a result.
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« Reply #35 on 20/10/2009, 18:30 »
Well, thank you for clearing up the situation, i feel a little better knowing thats not something else I need to find. Keep up the good work  Wink
Kaz
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« Reply #36 on 20/10/2009, 18:30 »
Got it.  Wink  
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« Reply #37 on 20/10/2009, 19:26 »
Thanks for clearing that up James.     I'l  be in Cuba, for the second month running, when my Direct Debit is taken so there is nothing I can do about it until I return if it's incorrect.
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  • orbrey
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« Reply #38 on 20/10/2009, 19:30 »
@coastergrotto,

You'll be billed the 44p for the phone call, plus your usual subscription charges. If you want me to break those down for you let me know and I'll drop you a PM with the details.
Kind regards, Matt Taylor
Plusnet Comms Team
The UserGroup Forums
Got a fault? This may help to explain.
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« Reply #39 on 20/10/2009, 19:52 »
orbrey:

I'd be most obliged if you could as that will save me any worries whilst away on holiday.
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« Reply #40 on 20/10/2009, 20:04 »
Quote from: Jameseh on 20/10/2009, 18:06
@Charley

Your billing is correct, as is the email that you have received.

Thanks for checking it out. Smiley
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« Reply #41 on 20/10/2009, 21:13 »
I've also had one of the supposed error messages. I'm on talk anytime and I can't see much wrong with my payments. I've been asked for £111.

I've only been with PN for about 6 months.

There is now an automated message on the 0845 customer support line.

This mess has wasted my evening and I'm still concerned the money will be taken and a fight to get it back is on the horizon. Not very impressed to say the least

Hodgepodge
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« Reply #42 on 20/10/2009, 21:16 »
see Matts answer here http://community.plus.net....msg652029.html#msg652029
Free-online member since 15 Dec 1998
You dont have to be mad to understand what PN are up to, but it helps
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« Reply #43 on 20/10/2009, 21:22 »
Email from PN just landed : Dear XXXX,

Please ignore the last email we sent to you on 20th October between 3.30pm and 5pm, titled 'Important information regarding your Plusnet Talk billing'.

The amount quoted in the email was wrong.

This mistake was caused by human error.  I can assure you that you will not be billed the amount shown in the email.

Please accept my sincere apologies for any confusion and concern caused to you.  We will resend the email with the correct amount to you shortly.

Thank you for your understanding in this matter.

Kind Regards,

Nick Dodds
Head of Customer Support
http://www.plus.net

 this should have come out faster!  Angry
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  • orbrey
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« Reply #44 on 20/10/2009, 21:27 »
Hi hodgepodge,

Sorry for the evening's stress, and that we didn't get that out sooner - as it says you absolutely won't get charged that amount. Also thanks Pierre for linking to that.

Kind regards, Matt Taylor
Plusnet Comms Team
The UserGroup Forums
Got a fault? This may help to explain.
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« Reply #45 on 20/10/2009, 21:27 »
Yes, and an unhappy welcome to the forums
Free-online member since 15 Dec 1998
You dont have to be mad to understand what PN are up to, but it helps
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« Reply #46 on 20/10/2009, 21:32 »
But it's worked and I feel happier and I'm going off to crack open a beer. I've raised a ticket too, so I hope I get a decent explanation - not just a one liner about human error. What about QC for mass mailings like this??

Thanks for the quick responses everyone.

Hodgepodge
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« Reply #47 on 20/10/2009, 21:42 »
I too also got the apology email, but i do still have one dispute, as far as I am concerned my bill and amount taken are correct so why would they still need to email with the 'correct amount'? I think whatever they reckon we owe them (even thought that probably is nothing) should be disregarded for the stress and aggravation that has undoubtably been caused???
Kaz
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