topic Re: Bolt on issue in My Account/Billing

Bolt on issue

Soy162 — Sun, 10 Apr 2022 11:55:54 GMT

Hi. I seem to have an issue when applying for a 4 gb data bolt on. 2 bolt ons have been added instead on 1. Can you please remove the 2nd add on from my account. I have tried calling but cannot get through on customer services. Thank you.

Re: Bolt on issue

Baldrick1 — Sun, 10 Apr 2022 12:59:40 GMT

@Soy162 Welcome to the forum.

Be aware that changes like this can only be actioned on this public forum if they are picked up by a member of Plusnet staff. This is not guaranteed.

Re: Bolt on issue

adam945 — Mon, 11 Apr 2022 11:48:34 GMT

Hey @Soy162, thanks a lot for getting in touch and welcome to online Community Forum. Unfortunately we wouldn't actually be able to process a refund for Bolt - ons, as there's no way we can actually remove them from the account once they've been added.

Re: Bolt on issue

Soy162 — Mon, 11 Apr 2022 12:25:49 GMT

Hi. Thanks for the answer but what do I do. The website states only one bolt on type can be added within 24 hours yet it has added 2 and charged twice. I'm currently abroad and could get any answers to calls yesterday to the Plusnet team . "Bolt-ons purchased through My Account are limited to one per service type within 24 hours. Any unused allowance will not roll over to the next month." Thanks

Re: Bolt on issue

adam945 — Mon, 11 Apr 2022 12:34:35 GMT

Thanks a lot for getting back to me. Have both transactions gone through with your bank? Or is one of them in a pending status?

If both have gone through, please can you send me a PM confirming your full name and mobile number.

Re: Bolt on issue

Soy162 — Mon, 11 Apr 2022 13:26:06 GMT

Hi. I don't have access to my banking to check at the moment but will have a look on Wednesday when I return to the UK and let you know. Thanks

Re: Bolt on issue

adam945 — Mon, 11 Apr 2022 15:26:31 GMT

No problem at all, it should, in theory, only take one payment.

Re: Bolt on issue

Soy162 — Sun, 08 May 2022 13:46:51 GMT

Hi, my bill has now come and I have been charged twice. I'll send you a PM with my details. Thanks.