topic Re: Billing Query in My Account/Billing

Billing Query

Richrdkay84 — Tue, 16 Aug 2022 17:29:47 GMT

Hi

I was given a credit of £99.75 yet me direct debit has been collected. Shouldn’t the bull just be taken from my credit?

Thanks

Re: Billing Query

Baldrick1 — Tue, 16 Aug 2022 19:04:34 GMT

Moderators Note

This topic has been moved from Broadband to My Account/Billing

Re: Billing Query

MisterW — Tue, 16 Aug 2022 19:07:41 GMT

Are you sure it's been applied as a credit to your account and not a refund direct to your bank account ?

If its been applied as a credit then your balance on the bill should show as in credit and no direct debit would be taken

Re: Billing Query

Richrdkay84 — Tue, 16 Aug 2022 19:20:03 GMT

Wording of email below. The amount doesn’t show either in my account nor has it been refunded back to my account

We've reviewed your account and found that you are owed a credit. £99.75 will be credited to your account for the following reason:

Automatic compensation - Delayed provision

You'll see this amount deducted from your next bill and in your account on our Member Centre, please let us know if you have any questions.

Re: Billing Query

MisterW — Wed, 17 Aug 2022 06:40:43 GMT

That does imply it will be credited to your account. i'm sure one of the PlusNet help team will be along shortly to check your account and explain what's happened.

Re: Billing Query

Richrdkay84 — Thu, 18 Aug 2022 10:48:09 GMT

Hi

Anyone from Plusnet available to help?

Re: Billing Query

EmilyD — Sat, 20 Aug 2022 13:57:35 GMT

Hi @Richrdkay84. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking longer than we’d usually like to get back to customers.

I'm sorry that you've had a payment taken after the credit was added to your account and for any concern that this has caused. I've had a look into this and can confirm that this was because this month's bill was generated on the 2nd of August but the credit wasn't added to your account until the 10th of August so it was too late for it to go against this month's bill. The credit will come off your future bills until the full credit has been used.