topic Re: Renewed contract, once again, I am going to be overbilled. in My Account/Billing

Renewed contract, once again, I am going to be overbilled.

denguv — Wed, 12 Apr 2023 11:53:21 GMT

I have been with Plusnet around ten years, and because I am an idiot, I keep renewing my contract, despite being aware of their broken billing system. Every. single. time. I end up being overcharged afterwards, sometimes for months, sometimes with my account being thrown into the red.

Well, here we again. I renewed a few days ago before my existing contract expired. I was paying £29.25 a month. I renewed a few days ago and expected my monthly bill to come down to £25.99 a month.

Naturally I just got the "Your bill is ready to view" email:

> "We'll soon be taking a payment of £55.80 for your service."

Why is this still happening after so many years?
Why is this still happening after you rolled out a new billing system a couple of years ago?

My wife even reminded me this time to keep an eye on my emails and my bank account because "you know what Plusnet are like whenever we renew!"

Please reassure me ASAP that this amount will NOT be taken out of my account.

Re: Renewed contract, once again, I am going to be overbilled.

jab1 — Wed, 12 Apr 2023 11:57:33 GMT

@denguv The 'new, improved' billing system is not fit for purpose - never has been - and Plusnet are not interested in fixing it. Unfortunately, because you has received that email, it means the DD request has gone out, and will be processed, there is no way PN can call it back.

Re: Renewed contract, once again, I am going to be overbilled.

denguv — Wed, 12 Apr 2023 12:00:47 GMT

@jab1 wrote:

@denguv The 'new, improved' billing system is not fit for purpose - never has been - and Plusnet are not interested in fixing it. Unfortunately, because you has received that email, it means the DD request has gone out, and will be processed, there is no way PN can call it back.

Thanks for the reply John. I'm getting so sick of dealing with this every year. I am hard of hearing and live chat is rarely available, so the many phone calls required to sort this out (often going on for months after repeated overbilling) are just a nightmare.

Re: Renewed contract, once again, I am going to be overbilled.

plusmouse — Wed, 12 Apr 2023 12:33:03 GMT

I`ve started my own post regarding the same issue denguv. I`ve also had the email saying my next payment will be taken on April 10th (although it`s usually taken around the 17th) and I`ve also just renewed my contract and should be paying £25.99p a month. Instead I will be billed the out of contract price. Hoping a staffer can look at my issue as well if the system doesn`t adjust accordingly?

Re: Renewed contract, once again, I am going to be overbilled.

denguv — Wed, 12 Apr 2023 14:44:09 GMT

@plusmouse wrote:

I`ve started my own post regarding the same issue denguv. I`ve also had the email saying my next payment will be taken on April 10th (although it`s usually taken around the 17th) and I`ve also just renewed my contract and should be paying £25.99p a month. Instead I will be billed the out of contract price. Hoping a staffer can look at my issue as well if the system doesn`t adjust accordingly?

Sorry to hear it happened to you too. It's staggering how long this has been going on. In the past they would resolve it only for it to happen again the month after. Then resolve it... only for it to happen again the month after. Eventually someone would monitor the account monthly (the names Ryan and Joanne ring a bell) to stop it happening.

I can see from my archived email that it happened in 2022, 2020 and 2019. All email before then is on a different account. I even have correspondence with Ofcom relating to last year's incident.

It would probably be a good idea to call Plusnet tomorrow if there is still no reply from their staff on this forum.

Re: Renewed contract, once again, I am going to be overbilled.

csmith94 — Wed, 12 Apr 2023 15:54:01 GMT

Hi @denguv, I'm sorry to hear your bill is more than expected. I've sent across an email to let you know what I've done to resolve this for you