topic Re: Being charged with new tariff even though I left in My Account/Billing

Being charged with new tariff even though I left

Jaco — Tue, 28 Sep 2021 18:13:14 GMT

Hello everyone,

I have switched provider within the 14 days (contract ended on the 27th of September, signed the new one on the 15th) but today I got an email from Plusnet with the final bill of £ 32.88 (I used to pay 18.99) which has to be paid on the 4th of October.

I do not understand why I am being charged with the new tariff despite I gave notice within the 14 days, will I get a refund?

Thank you

Re: Being charged with new tariff even though I left

Gandalf — Wed, 29 Sep 2021 08:11:13 GMT

Hi @Jaco

I can see your transfer to your new provider has only just completed today. We'll cancel your account within 24 hours and then generate your final bill within 20 days which will contain any termination fees and/or refund for a service you may have paid you've not had from us.

It's worth nothing though that if your standard monthly payment is due out after your account's cancelled we won't take it. We'll instead generate a more accurate bill when we produce your final invoice.

If you owe us money we'll email to let you know, but if we do we'll refund it to your bank account if your direct debit is active. If you cancel your direct debit, we'll post a cheque to you.

Re: Being charged with new tariff even though I left

Jaco — Fri, 29 Oct 2021 15:55:56 GMT

It's been a month and yesterday I got charged again, this time for £ 3.36, so not only I didn't get a refund but instead I got charged again.

Why is it ?

Re: Being charged with new tariff even though I left

BD — Sat, 30 Oct 2021 10:58:03 GMT

Hi @Jaco, thanks for getting in touch and I'm sorry to hear you've received a further charge. I've looked into this for you and although I can't confirm the specifics on here I've update a ticket on your account confirming the information that can be seen here:
https://www.plus.net/wizard/?p=view_question&id=219221875

I hope this helps.