topic Re: Renewal problems and overcharged in My Account/Billing

Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 12:04:11 GMT

The contract ended on the 27^th November, I renewed the contract on the 25^th November!

The renewal has not gone through and your charging £57.82. I have email proof of the renewal contract.

The last 18 month contract was £41.13 a month but plusnet have ignored the last month of contract and charged £57.82 for November, which is the out of contract charge. How can you charge a complete different price for the last month of a contract? That’s illegal! You also charged nearly £2 more for October as well

This is the second time im having to waste my time with this renewal, because I previously wrote on here about the price being different in the email compared to what I agreed at checkout.

It’s ridiculous not having a customer service email. Any issue ive had in the past with any product, I could send an email, give my account number or order number, then get on with my day and customer service would sort it out.

I was already disgusted with plusnet adding money on each year when many stay the same, and now this, you've lost a customer. Even if im forced to stay with you for another 18 months, this will be the last contract.

Re: Renewal problems and overcharged

Baldrick1 — Thu, 01 Dec 2022 12:25:30 GMT

@DA57

If you renewed within 2 days of the contract end date then the out of contract DD charge would have been already set up and in progress. You should be credited the extra next month.

Regarding the out of contract charge for the last month of the old one, I assume that you are aware that this is payable a month in advance so you would have paid for the last month on the 27th October?

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 12:40:00 GMT

All my bills are set for the 1^st

Id like for you to clarify if im being charged nearly £60 for my last month of contract or not?

Re: Renewal problems and overcharged

Baldrick1 — Thu, 01 Dec 2022 12:55:29 GMT

@DA57

I’m a fellow customer trying to clarify the facts. If you paid the contract rate on the 1st October then you were not overcharged for the last month of your contract. If you renewed the contract in the last few days before the contract end date then the next bill, which would be at the out of contract rate Direct Debit may have already been processed by Plusnet for passing to your bank and should be corrected next month.

Hopefully a member of Plusnet staff will come along soon and comment.

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 13:03:22 GMT

I just spoke to someone on the phone and im trying to sort it out.

Thanks for helping.

Re: Renewal problems and overcharged

TheMightyAJ — Thu, 01 Dec 2022 13:09:59 GMT

Hey @DA57,

Thanks for your time on the phone this morning. As discussed, I've logged a support ticket on the account, which can be accessed here. Please let me know once you've had a chance to read and respond to the support ticket and I'll pick this case back up for review as soon as possible

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 13:45:57 GMT

I have just sent a reply.

Thanks

Re: Renewal problems and overcharged

TheMightyAJ — Thu, 01 Dec 2022 14:22:30 GMT

Hey @DA57,

Thanks for getting back in touch I've updated the support ticket further, please let me know if you add a further update and I'll pick this back up for review as soon as possible.

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 14:36:46 GMT

I have just updated the ticket.

Thanks.

Re: Renewal problems and overcharged

TheMightyAJ — Thu, 01 Dec 2022 15:29:49 GMT

Hey @DA57,

Thanks for letting me know. I've added a further update now

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 18:16:52 GMT

I have updated the ticket! 😔

Re: Renewal problems and overcharged

TheMightyAJ — Thu, 01 Dec 2022 19:09:10 GMT

Thanks for confirming that, I've updated the ticket now

Re: Renewal problems and overcharged

DA57 — Thu, 01 Dec 2022 19:40:00 GMT

I've updated the ticket 😁

Re: Renewal problems and overcharged

SammyM — Fri, 02 Dec 2022 08:52:33 GMT

Morning @DA57,

Alex is off shift but I have picked up the ticket in his place.

Please get back in touch if you need any further help.