topic Re: Renewed contact and being charged out of contract rates in My Account/Billing

Renewed contact and being charged out of contract rates

shelfhx — Thu, 08 Jun 2023 19:14:31 GMT

As my current contract was coming to an end (on 7th May 2023), I took up an online offer and signed up to a new 18 month contract on 01/04/2023, I presume starting from when the current one ends.

A new bill was issued on 08/05/2023, but I was charged the out-of-contract price. I spoke to customer services who said they fixed the issue but said the bill amount would still be taken by Direct Debit even though a refund had been applied to my account. So, given no other option, I cancelled the Direct Debit.
Had the out-of-contract price been take by Direct Debit, I would have been in credit the following month, meaning I would be unable to claim costs back from my employer for that month.

So, fast forward to 08/06/2023, and I'm again being charged the out-of-contract price. Nothing has changed. Spoke again to customer services again, who said they would need to re-apply the offer, stating from today?

And as far as the Direct Debit goes this time, they promised a refund straight to my bank account, at which point I was cut-off and noone has bothered to ring me back. I still have no idea what's happening...not great customer service!

Who knows what will happen when the Direct Debit is taken next week.

How can Plusnet justify taking the wrong amount by Direct Debit? Surely this is against the Direct Debit rules

Re: Renewed contact and being charged out of contract rates

SammyM — Sun, 11 Jun 2023 12:22:48 GMT

Hiya @shelfhx,

What a nightmare!! I'm really sorry and to be honest I would be frustrated if I was in your shoes.

I can see that the account is due to switch to the details mentioned here tomorrow.

I'm out of the office then but I am back Tuesday so I will check your account to make sure it has fully took affect.

Re: Renewed contact and being charged out of contract rates

shelfhx — Sun, 11 Jun 2023 13:38:11 GMT

Thanks @SammyM

Yes it has been a nightmare but I'm hopeful the contract issue will now be sorted, but not my Direct Debit issue.

I spoke to someone on Friday and they flatly refused to cancel my Direct Debit, even after I explained what the issue was with my account going into credit. This does financially inconvenience me, albeit not directly, but they were not willing to help.

I'm unable to cancel the Direct Debit myself this time because, after doing exactly this last month (to avoid being in credit) and setting up the direct debit from scratch, the mandate is not yet showing up in my bank account.

I'll just have to get my bank to refund the payment (when it's wrong) ... and I'll pay by debit card as I did last month. More hassle for me, but ensures I can still claim the costs back from my employer. I would have expected Plusnet to work with me here, but sadly not.

As a long standing Plusnet customer, I expected better ... and for the first time in decades I thought about switching to a different provider.

Re: Renewed contact and being charged out of contract rates

SammyM — Sun, 11 Jun 2023 14:12:32 GMT

I completely understand and I'm sorry this has happened. I wouldn't recommend pulling back payments as it will make the account show a balance as outstanding even though the amount is incorrect.

Let me check the account Tuesday to ensure the contract has switch over and then once I know that's sorted, I will sort out a refund to your account with any over payment.

I have created a personal ticket here so that I have full ownership of this for you until it is fully resolved.

Re: Renewed contact and being charged out of contract rates

shelfhx — Sun, 11 Jun 2023 17:57:28 GMT

Thanks for taking ownership of this @SammyM

Can you guarantee my next bill won't be in credit? This is exactly what I want to avoid!

Please let me know what action will be taken before it's carried out. . .nothing personal but my trust in Plusnet is at an all time low.

Re: Renewed contact and being charged out of contract rates

SammyM — Sun, 11 Jun 2023 18:07:59 GMT

I will make sure that the monies owing back are done as a refund and not a credit I just have to wait for the change to go through before I can confirm what the bill and refunds will be if that makes sense.

I'd rather be specific when I have all the details as I know we have let you down and I really want to put this right for you.

Re: Renewed contact and being charged out of contract rates

shelfhx — Sun, 11 Jun 2023 18:24:43 GMT

Thanks.

Happy to wait for your confirmation.

Re: Renewed contact and being charged out of contract rates

SammyM — Tue, 13 Jun 2023 13:57:48 GMT

Good news the change has gone through and I have updated the ticket with the refunds.

I will update you further tomorrow

Re: Renewed contact and being charged out of contract rates

shelfhx — Tue, 13 Jun 2023 14:32:03 GMT

Thanks for sorting out the contract @SammyM

I've updated the ticket with some questions on the refunds.

Re: Renewed contact and being charged out of contract rates

SammyM — Tue, 13 Jun 2023 15:16:21 GMT

Not a problem

I have answered them for you, just give me a nudge if you have anymore!

Re: Renewed contact and being charged out of contract rates

shelfhx — Tue, 13 Jun 2023 15:24:20 GMT

I think that makes sense. Thanks.

Re: Renewed contact and being charged out of contract rates

SammyM — Tue, 13 Jun 2023 15:31:11 GMT

Anytime

Re: Renewed contact and being charged out of contract rates

SammyM — Wed, 14 Jun 2023 12:00:55 GMT

Afternoon @shelfhx

How was the heat for you last night? 4 fans I had on in room and all windows open, I ended up with some eight legged furry friends

I have updated you on the refunds and I will check back that you have received it on the 24th

Re: Renewed contact and being charged out of contract rates

shelfhx — Wed, 14 Jun 2023 16:00:36 GMT

Hi @SammyM

Too hot for me. . .must be too hot for the eight legged furry friends too!!

I'll keep an eye out for the refunds. Thanks.

Re: Renewed contact and being charged out of contract rates

SammyM — Wed, 14 Jun 2023 16:10:55 GMT

I had to buy some lockets and ibuprofen from screaming/jumping in horror

Cats are suppose to chase them they say, well they sat there and watched as I had a break down haha.

Re: Renewed contact and being charged out of contract rates

shelfhx — Fri, 16 Jun 2023 08:15:56 GMT

Just received this SMS from Plusnet

We haven't received payment for your monthly service - please login to pay now https://www.plus.net/pay

Logged on to be greeted by

Not happy! What else can go wrong?

Re: Renewed contact and being charged out of contract rates

shelfhx — Fri, 16 Jun 2023 08:44:24 GMT

@SammyM

I did have a DD setup after the first [-Censored-]-up with my bill.

This was done on the phone as I was unable to do it online myself.

What happened to this?

Re: Renewed contact and being charged out of contract rates

willcutforth — Fri, 16 Jun 2023 11:10:28 GMT

Hey there @shelfhx Sammy is out of office, do you want me to pick it up in her absence or are you happy to wait until she gets back on Monday?

Re: Renewed contact and being charged out of contract rates

shelfhx — Fri, 16 Jun 2023 11:17:02 GMT

Monday will be fine, thanks @willcutforth

Re: Renewed contact and being charged out of contract rates

shelfhx — Fri, 16 Jun 2023 12:30:00 GMT

HI@willcutforth

Apparently it can't wait. Have just received three more SMS messages.

We haven't received payment for your monthly service, your service is now restricted. Please phone 0800 077 8488 to pay

Important - your Plusnet account will soon be closed due to payments outstanding. Please phone 0800 077 8488 to pay

We haven't received payment for your monthly service - please login to pay now www.plus.net/pay

All a bit intimidating and threatening, given the issues were all caused by Plusnet!

Is this really how a company should be behaving?