topic Re: Unresolved Billing issue in My Account/Billing

Re: Unresolved Billing issue

Vivi-S — Mon, 17 Oct 2022 19:29:23 GMT

I too have an unresolved billing issue again. I renegotiated my Bill when moving house to £35.14 for 24 months. (I have the paperwork dated 1 July 2022.)

Unlimited Fibre Broadband: £2.80 a month for 24 months, then £18.56 per month. Line rental: £23.19. Anytime call: £9.15 per month. Total £35.14 per month for 24 months.

Last month I was charged £39.87 - £4.70 too much and not paid compensation for prolonged wait for re-connection of broadband in our new house.

I rang Ryan Davis & he said it would all be sorted out in October. In October 2022 I would pay £35.14 & have £62.45 compensation (including the £4.70 over pay of monthly bill) leaving £27.31 in credit & then for November I would pay £35.14 with the credit from last month of £27.31 resulting in paying £7.83. Then December I would be paying my full DISCOUNTED amount of £35.14 again. I wrote it all down.

This month's bill shows my monthly charges as £50.90 - not £35.14!!! I have been paid the compensation of £62.45. Why hasn't my Bill been sorted out? Outstanding balance should be -£27.32 not -£11.55...

Could someone at Plusnet explain the latest wrong billing?

Thank you.

Re: Unresolved Billing issue

dvorak — Mon, 17 Oct 2022 19:52:51 GMT

Moderators Note

This topic has been split from another for better visibility and to help OP / staff.

Re: Unresolved Billing issue

Vivi-S — Tue, 18 Oct 2022 03:39:04 GMT

I meant to say, the discount of about £15.74, that was negotiated for a new contract at the beginning of July 2022 on moving house, has not been applied to the new monthly charge for October.

I am very unwell at the moment & the last thing I want to be doing is sorting out a bill that should have been sorted out & I was assured by Ryan Davis it would be sorted this month...

The discrepancy is always around £15.74, which was the discount I should get on the negotiated new deal on moving house.

Re: Unresolved Billing issue

Gandalf — Thu, 20 Oct 2022 12:38:02 GMT

Hi @Vivi-S,

I'm really sorry that you're still having billing issues.

I can see you've spoken with Ryan yesterday who's helping make sure this is resolved for you once and for all.

Re: Unresolved Billing issue

Vivi-S — Thu, 20 Oct 2022 13:03:21 GMT

Thank you for your reply.

Yes, spoke to Ryan yesterday & he has had to again put my discount onto my monthly payments, which he did last time a month ago when I spoke with him. My compensation for lack of internet for a long time after moving, was paid, so that is some thing that resolved. Ryan is keeping the question open for a month so he can see that it is correct in November & has rebated me for the over-charging. Not too well at the moment & the last thing I want to be doing is battling to sort out wrong bills with Plusnet.🤔

Re: Unresolved Billing issue

Gandalf — Thu, 20 Oct 2022 13:12:28 GMT

No problem @Vivi-S,

I'm sure Ryan will keep on top of this for you to make sure all's sorted and I hope you get better soon.