topic Re: Wrong bill in My Account/Billing

Wrong bill

kenan_isbilir — Sun, 09 Apr 2023 15:43:44 GMT

Hi,

Could you please check my account and let me know why this month's bill is almost double of my original contract price? I've had a very similar problem at the end of my last contract, when the discount was not applied, and I can see that there isn't any discount applied to this month's bill. See below for the summary of the bill.

Thank you.

Kenan

1 Balance brought forward £28.03
1 Line Rental 09/04/23 08/05/23 £26.53
1 Line Only 09/04/23 08/05/23 £0.00
1 Voicemail 09/04/23 08/05/23 £0.00
1 Caller Display 09/04/23 08/05/23 £0.00
1 Unlimited Fibre Extra 09/04/23 08/05/23 £27.86
1 Payment 16/03/23 16/03/23 -£28.03
Total £54.39

Inc. VAT

Re: Wrong bill

Longliner — Mon, 10 Apr 2023 11:16:40 GMT

Hi Kenan

This happens all too often at contract renewal I'm afraid. In theory it should be fixed automatically but given Plusnet's accounts system I find it's best to give them a ring and the staff will sort it out.

Mike

Re: Wrong bill

csmith94 — Mon, 10 Apr 2023 11:48:18 GMT

Thanks for reaching out over the forums @kenan_isbilir. I've had a look into your account and dropped across an email to let you know what I've done today to resolve this. As it is account specific information, I'm unable to send the same information over here.

Re: Wrong bill

Townman — Tue, 11 Apr 2023 12:38:34 GMT

@csmith94

Might the principles of what is going on here be shared please, so that others encountering similar situations might understand better and possibly lighten your workload.

There is a perception that the switch to undiscounted billing comes a month early...

Is that in some circumstances factually correct?
If yes, in what circumstances?
Is it a user awareness / expectation error, in that when counting the 13th, 19th or 25th charge mentioned in the T&Cs as the increase charge point, they forget that the initial charge (in advance) is the first charging event?

Re: Wrong bill

csmith94 — Tue, 11 Apr 2023 14:13:06 GMT

Hey @Townman - This one was that the correct discounts weren't added to the account, more of a system issue than anything else.

Although to answer your question, discounts should always be applied up until the contract end date. There's a mixture of lack of customer awareness and agent error when discounts are applied, so it's always a good shout to double check the bill and make sure the dates against the discount on there match the contract end date. Both of which can be seen on member centre.

Re: Wrong bill

kenan_isbilir — Tue, 11 Apr 2023 22:54:14 GMT

Thank you @Longliner for your comment. You are absolutely right that it is Plusnet account system issue, as it happened last year as well. Fortunately, the team on this portal are quite responsive and effective in solving the issue, as I didn't even need to call them.

@csmith94 Thanks very much for sorting this out for me, Curtis. I will let you know if there is any problem with the refund and/or the amount of monthly payment from next month.

@Townman Thank you for raising this question. I am sure Plusnet is aware of this issue (perhaps an artificial issue for various reasons) if it happens to everyone and every contract renewal. It seems like we cannot do anything to avoid the overpayment, but thankfully, the team looking after the community portal are on top of it and can quickly sort it out.

Re: Wrong bill

Townman — Wed, 12 Apr 2023 08:44:23 GMT

@csmith94

If this is a “system” issue, is there an IMT reference for it please?