topic Re: Overcharged for broadband (24 month contract) in My Account/Billing

Overcharged for broadband (24 month contract)

doctorron — Fri, 03 Dec 2021 18:52:26 GMT

Hi there,

I am 18 months into my 24 month contract and noticed in my latest bill that I was suddenly overcharged for broadband (full price applied).

I joined Plusnet when we still had the option to get the LRS, which was the main motivation for having a 24 months contract period in the first place. The sales agent implemented this manually at the time, requiring the support to apply the fixed-term discount for a further 6 months beyond the default of 18 months. I suspect something must have gone wrong with that.

Could you please have a look and sort out my billing?

Thank you.
Ron

Re: Overcharged for broadband (24 month contract)

adam945 — Mon, 06 Dec 2021 10:36:58 GMT

Good morning @doctorron

Thanks a lot for reaching out and I'm really sorry to see that there are problems with your most recent bill. I can't go into specifics on this public domain, but I've sorted it out for you, and have sent you an email stating what I've done going forward if you'd like to have a read.

Let me know if you have any further questions at all.

Re: Overcharged for broadband (24 month contract)

doctorron — Tue, 11 Jan 2022 22:55:06 GMT

Happy New Year!

I can confirm the overcharged amount was deducted from the next bill.

Thank you very much for sorting it out, @adam945

Re: Overcharged for broadband (24 month contract)

Gandalf — Wed, 12 Jan 2022 07:15:33 GMT

Thanks for getting back to us @doctorron and happy new year to you also.

I'm glad to see @adam945 had got your bills sorted out for you.

Let us know if you have further issues or there's anything else you'd need help with.

Re: Overcharged for broadband (24 month contract)

miah111819 — Fri, 18 Feb 2022 23:21:25 GMT

I have been charged double this month and I am in a 24 moth contract. I meant to pay £35 a month but have been charged £70. Can I have some help resolving this.

Re: Overcharged for broadband (24 month contract)

adamwalker — Sat, 19 Feb 2022 09:20:31 GMT

Hi @miah111819

I'm really sorry about the issues with your billing, I've just picked this up and have put it right for you, I've replied back to the open ticket on your account to confirm all the details here: https://www.plus.net/wizard/?p=view_question&id=222140023

Re: Overcharged for broadband (24 month contract)

doctorron — Tue, 03 May 2022 19:11:28 GMT

Hi @adam945

Thanks again for fixing this previously but as it turns out, the same thing has happened again in my latest bill.

Could you please look into this? My Unlimited Fibre Extra discount (as otherwise correctly displayed in my profile) was not applied in my latest bill, even though I'm still within my contractual term.

Thanks,
Ron

Re: Overcharged for broadband (24 month contract)

adamwalker — Wed, 04 May 2022 07:36:30 GMT

Hi doctorron, I'm really sorry that's happened again, would you like us to credit the overpayment against your account balance so that it deducts from the next bill or would you prefer a refund?

Re: Overcharged for broadband (24 month contract)

doctorron — Wed, 04 May 2022 17:00:06 GMT

Hi @adamwalker ,

Thanks for responding - on this occasion, a refund would be better.

Best,
Ron

Re: Overcharged for broadband (24 month contract)

adamwalker — Thu, 05 May 2022 14:24:22 GMT

Hiya Ron! No problem, I've put through a refund for you and have added further details to your account here: https://www.plus.net/wizard/?p=view_question&id=224196977

Re: Overcharged for broadband (24 month contract)

miah111819 — Mon, 09 May 2022 23:03:55 GMT

I have been overcharged again! Can you please sort this issue and just charge me my contract price. I didn’t have this problem before.

Re: Overcharged for broadband (24 month contract)

adamwalker — Tue, 10 May 2022 09:04:49 GMT

Hi @miah111819,

I'm really sorry that your billing isn't right again, I've just checked your account and can see that this has been raised with our complaints team, please bear with us and a member of that team will be back in touch with you soon.