topic Complaints about bill in My Account/Billing

Complaints about bill

jardilac3 — Tue, 18 Oct 2022 11:26:53 GMT

I was overcharged this month. Plus net charged me over £500. I called ten days ago and a plusnet advisor said that the bill mistake would not happen because I had moved house, that everything was under control, so I didn’t stop my DD. This morning I got a message from the bank saying that the massive bill had been paid. What can I do?

Re: Complaints about bill

Gandalf — Thu, 20 Oct 2022 13:06:22 GMT

Hi there,

I'm really sorry for what has happened and we've taken such a large amount of money.

I've raised an escalation with my colleagues in the billing team to provide a full refund by cheque as soon as possible.

Once I know more I'll let you know, this should be by early next week at the latest.

Re: Complaints about bill

Gandalf — Fri, 21 Oct 2022 14:23:36 GMT

Hi @jardilac3,

I've just heard back from one of my colleagues in our billing team to confirm we've now issued you with a cheque refund for the full amount, which you should receive by post within 14 days. I'm really sorry again for what has happened but if you have further queries, feel free to get back to me and I'll be happy to help.