topic Re: Left Plusnet but still being billed in My Account/Billing

Left Plusnet but still being billed

lunathehusky — Tue, 20 Dec 2022 20:06:42 GMT

Hi, I've left Plusnet broadband but the new provider messed up the order and the broadband was swtiched to them 2 weeks late on the 15th. It seems Plusnet have assumed that we changed our minds as I'm still getting bill reminders and my "services have been restricted", even though they can't be as we're with Vodafone now.

I was expecting a final bill for part of the month but I'm just getting billed as if I'm still a customer. What's the best way to get this sorted?

Thanks

Re: Left Plusnet but still being billed

dvorak — Tue, 20 Dec 2022 20:10:22 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Left Plusnet but still being billed

jab1 — Tue, 20 Dec 2022 20:19:02 GMT

When was your bill date while you were with PN? It is possible you were into a new month before your actual switch. You should receive a final invoice adjusted for any over-payment within 21 days of your actual switch-over date.

Re: Left Plusnet but still being billed

Gandalf — Wed, 21 Dec 2022 10:21:05 GMT

Hi @lunathehusky,

Sorry to see you've left.

I've had a peek at your account and the transfer request we'd received from your new provider was cancelled, which suggests they may have installed a new line. I'd recommend calling 0800 013 2632 so we can manually close your account and once that's done, we'll produce your final bill within 21 days. Hope this helps.

Re: Left Plusnet but still being billed

lunathehusky — Fri, 24 Mar 2023 15:11:42 GMT

So I'm getting letters from a debt collection company now. To be clear, I switched to Vodafone in December. Plusnet billed me up to the end of January. I sent an email saying:

"Hi, there's been a mistake at your end. We left plusnet in December, have been with Vodafone since. They activated on December 15th. Can you please send me a revised bill? Thanks"

And got nothing back, just these demand letters from Arvato. Any ideas on my best course of action? Not cross or anything, it's just an annoyance and I'd like to get it sorted before they add any more charges on.

Cheers

Re: Left Plusnet but still being billed

Baldrick1 — Fri, 24 Mar 2023 15:20:08 GMT

@lunathehusky

Did you follow this answer https://community.plus.net/t5/My-Account-Billing/Left-Plusnet-but-still-being-billed/m-p/1902898#M63887

Plusnet do not accept incoming emails.

Re: Left Plusnet but still being billed

lunathehusky — Fri, 24 Mar 2023 15:56:01 GMT

No I didn't follow that advice for 2 reasons. 1 because I emailed. 2 because I have a neurological disability that prevents me using a phone (auditory processing). The email from plusnet doesn't actually say they don't accept email replies. The address it was from was support@plus.net not a 'noreply' address so I thought the support@ address would be monitored.

This all was supposed to happen automatically anyway, I don't understand why I was billed for weeks more service then I received and I'd like it sorted which was why I asked for the best steps to take next. Don't really want to interact with plusnet's debt collecting friends if poss.

Re: Left Plusnet but still being billed

Baldrick1 — Fri, 24 Mar 2023 16:47:18 GMT

@lunathehusky

It is unfortunate that you did not respond to the last Plusnet reply asking you to ring in and explain your problem. Hopefully a Plusnet staffer will come along soon and pick this up for you again. They can be a bit thin on the ground at weekends.

Re: Left Plusnet but still being billed

lunathehusky — Fri, 24 Mar 2023 17:00:59 GMT

Yeah I know, I should have found the time. Had some health issues, hospital got in the way. Will respond now though, thanks for your help.

Re: Left Plusnet but still being billed

adamwalker — Fri, 24 Mar 2023 17:23:41 GMT

Hi @lunathehusky

I'm really sorry for the issues you've had with this. Please send me a PM with the mobile number and your full name and I'll get it sorted.

Adam

Re: Left Plusnet but still being billed

lunathehusky — Fri, 24 Mar 2023 17:44:31 GMT

Thanks Adam! PM'd

Re: Left Plusnet but still being billed

lunathehusky — Wed, 05 Apr 2023 10:46:48 GMT

Sorry to go on about this but I still haven't heard anything from you and the debt collectors are calling me every day.