topic In a new contract but still being charged full price in My Account/Billing

In a new contract but still being charged full price

Peter24 — Sun, 09 Oct 2022 14:03:02 GMT

My previous contract with Plusnet ended in July and I accepted the online offer to roll into a new 18 month contract.

I’ve just checked my bill and the new contract discount has not been applied for either September or October so I am paying way more than an in-contract price.

The system says there is a product change pending but I don’t understand what this means as the new contract has been in place since July. The contract detail on the account says it expires in Jan 24.

Can anybody help?

Re: In a new contract but still being charged full price

Longliner — Sun, 09 Oct 2022 16:57:01 GMT

Ah, this is a quaint old Plusnet custom. The accounts computer seems to tie itself up in the complicated discount system, gives up and charges the full rate. Suggest you join the Plusnet phone calls queue (annoying, I know) and the hard-working staff will sort it out. Our sympathies ...

Mike

Re: In a new contract but still being charged full price

Gandalf — Tue, 11 Oct 2022 16:09:08 GMT

Hi Peter,

I'm really sorry to see this. I've removed the stuck product change then I've reapplied the discounts for you and I've refunded for the total overcharge we've taken and we're about to take, which you should receive within 5 to 10 working days.

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

Re: In a new contract but still being charged full price

Peter24 — Tue, 11 Oct 2022 19:33:24 GMT

Thanks for the response. This sounds like it will fix the issue.

Re: In a new contract but still being charged full price

Gandalf — Wed, 12 Oct 2022 16:02:48 GMT

No problem Peter, fingers crossed!