topic Re: Why such a hefty final bill?! in My Account/Billing

Why such a hefty final bill?!

pollymobz — Thu, 15 Jun 2023 10:38:53 GMT

Left Plusnet because I opted for BT Essentials having recently needed help with cost of living and have been landed with a final bill of £72.82 - when my contract was the regular £36 odd. Why double? Especially when I was charged for new BT contract and Plusnet was supposedly making it smooth for me.

Re: Why such a hefty final bill?!

MisterW — Thu, 15 Jun 2023 10:55:11 GMT

Did you go through Plusnet to be referred to BT Essentials ? If so then no ETC's should have been charged.

Re: Why such a hefty final bill?!

pollymobz — Thu, 15 Jun 2023 11:10:42 GMT

Thanks for replying - I hope I'm using the right way to respond again.... Certainly did go through Plusnet, - very helpful at the time. I phoned to say I have to leave due to money struggles and being eligible for BT Essentials and they did it all for me. Then I got a bill I was expecting soon after for my usual contractual amount in May. And just this month, June 9th I've been charged the £72.82 as well as my new BT bill...

Re: Why such a hefty final bill?!

MisterW — Thu, 15 Jun 2023 11:34:05 GMT

In that case, I'd call Customer services and investigate why you appear to have been charged ETC's as you shouldn't have been.

Failing that , im sure one of the Plusnet help team will spot this thread and investigate

Re: Why such a hefty final bill?!

pollymobz — Thu, 15 Jun 2023 12:01:38 GMT

Much appreciated. - As a 'superuser' you couldn't flag it could you?

I know I'm a chancer, but anything to avoid those long phone waits.... I suspect I'm not alone

Re: Why such a hefty final bill?!

MisterW — Thu, 15 Jun 2023 12:15:17 GMT

As a 'superuser' you couldn't flag it could you?

I will escalate it. I cant guarantee a faster response but it should improve visibility of your posts

Re: Why such a hefty final bill?!

pollymobz — Thu, 15 Jun 2023 12:23:35 GMT

Huge thanks - well, we'll see how it goes, otherwise I'll get on the blower 😕

Re: Why such a hefty final bill?!

Townman — Thu, 15 Jun 2023 12:40:23 GMT

Did you place the order with BT or did Plusnet (COTS) do it on your behalf? Only orders placed with BT by Plusnet negates ETCs.

The "blower" is answered fairly promptly these days and COTS (who you really need to talk to) always tended to answer faster anyway...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 or 0800 079 1133(from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

Re: Why such a hefty final bill?!

willcutforth — Thu, 15 Jun 2023 14:09:08 GMT

Howdy @pollymobz just picked up this one and can see you actually raised a complaint to our Higher Level Escalations (HLE) Team. One of our guys has actually already picked up the case and said that they will have a gander at this for you. I hope this helps.

Re: Why such a hefty final bill?!

pollymobz — Sat, 17 Jun 2023 16:46:17 GMT

Issue resolved, - annoyingly I’ve missed the call twice, but, thanks to you, very much appreciate the flag, and also to Ryan from c/s who swiftly resolved this - hoping this gets to you both.

Re: Why such a hefty final bill?!

pollymobz — Sat, 17 Jun 2023 16:48:10 GMT

Much appreciated. Issue sorted

Re: Why such a hefty final bill?!

willcutforth — Mon, 19 Jun 2023 09:28:04 GMT

You're very welcome. Just glad it got sorted for you Enjoy your day.