topic Re: Billed out-of-contract price in My Account/Billing

Billed out-of-contract price

ryansuchocki — Tue, 28 Feb 2023 19:48:47 GMT

My previous contract ran out in November. Just before it ran out, I accepted a new 24 month contract along with an upgrade to FTTP. The FTTP install is still not complete, and the old FTTC connection has now been disconnected (See https://community.plus.net/t5/My-Order/Full-fibre-install/td-p/1904764). I am starting this separate thread to ask about the billing in particular.

My last bill on the old contract price was in October. In Nov, Dec, Jan and Feb I have been charged around £47, which seems to be the 'out of contract price'. (The payment in January was reduced to £21.30 due to a missed appointment auto-compensation payout, but the unadjusted charge was still around £47).

For the first month or two, I let it go because I thought the difference was not worth my time. However, now that this has gone on for 4 months the difference is becoming significant.

As I understand it, I was bound to the contract period from the date I signed up for the new contract, not from the date that the installation completes, whenever that may be. Surely, therefore, I should have been benefiting from the agreed contract price from that date too?

Re: Billed out-of-contract price

willcutforth — Thu, 02 Mar 2023 14:52:34 GMT

Hey there @ryansuchocki sorry about the issues with the installation and the billing.

You are correct in thinking that the billing should still be the same as the contract started then, I can't sort this bill out before it goes out, however, I can either refund it or credit it off the next bill, which one would you prefer?

Re: Billed out-of-contract price

ryansuchocki — Mon, 06 Mar 2023 08:47:50 GMT

@willcutforth thanks for the reply. A refund would be perfect, thanks.

Re: Billed out-of-contract price

willcutforth — Tue, 07 Mar 2023 19:27:13 GMT

Sorted the refund for you now. You will receive it within 5 working days Let me know if you don't though.

Re: Billed out-of-contract price

ryansuchocki — Tue, 07 Mar 2023 22:07:24 GMT

Thanks @willcutforth. I've received a refund confirmation email, however that appears to equate to the difference for 1 month. However, as described in my original post, every bill since November has been overcharged.

Re: Billed out-of-contract price

willcutforth — Wed, 08 Mar 2023 12:03:39 GMT

Each month has to be done seperately so once it has been accepted from the back end team you should get a couple more emails with the other refunds. Sorry I should have stated that.

Re: Billed out-of-contract price

ryansuchocki — Thu, 09 Mar 2023 14:25:18 GMT

OK, understood. I've not had any more emails yet but I'll give it a few more days.

Re: Billed out-of-contract price

willcutforth — Thu, 09 Mar 2023 14:30:51 GMT

No worries, I am back on Monday, so will make sure that it is sorted by then.

Re: Billed out-of-contract price

ryansuchocki — Mon, 20 Mar 2023 12:59:22 GMT

I've still had no emails or refunds apart from the first one ~2 weeks ago.

Re: Billed out-of-contract price

willcutforth — Wed, 22 Mar 2023 11:52:42 GMT

So the billing team rejected it because I didn't document enough so I am sorry about that. It won't allow me to refund it as there is 2 days before the next bill. Am I ok to credit against this bill instead?

Re: Billed out-of-contract price

ryansuchocki — Wed, 22 Mar 2023 16:05:27 GMT

Hi. I don't mind whether it's a credit or a refund, as long as it covers the 3 outstanding overcharged months. Thanks.

Re: Billed out-of-contract price

willcutforth — Fri, 24 Mar 2023 16:27:44 GMT

I've sorted it out as a credit for you now and it can be seen on https://www.plus.net/wizard/?p=view_question&id=232606933 Let me know if you have any concerns about it.