topic Re: (REDUCED) BILLING COSTS in My Account/Billing

(Reduced) Billing Costs

richardbarber — Wed, 09 Aug 2023 22:21:17 GMT

Hello all,

I received an email from +net a few weeks ago, saying:

We�ve identified an issue that means we have not been able to apply the correct amount of discount on some of your previous bills, resulting in an overpayment for your service. We�re really sorry that this has happened. Over the next few days we�ll make sure we get your account back up to date. We�ll refund any overpayments that have been made as a credit to your account. You will see this as an adjustment on your next bill. If you've received a bill within the last few days, you may have already seen this. We�re sorry for any inconvenience that may have been caused. Your charges will be updated automatically and you can check your account details online at�www.plus.net/member-centre

I have just received my most recent bill and there is no change to the cost.

Has this been a common issue? And when might they sort it?

Thanks.

Richard

Moderator's note by Mike (Mav): All caps title/text edited as per Forum rules.

Re: (REDUCED) BILLING COSTS

Gandalf — Wed, 09 Aug 2023 15:05:45 GMT

Hi @richardbarber

Looking at your latest bill, there is an adjustment showing. It might be worth having another look.

Re: (REDUCED) BILLING COSTS

richardbarber — Wed, 09 Aug 2023 15:10:39 GMT

Ever so slightly. Pence really. That said, none of my monthly bills are ever the same amount.

Re: (REDUCED) BILLING COSTS

Gandalf — Wed, 09 Aug 2023 16:08:05 GMT

Hi @richardbarber

Appreciate the amount, but that’s what’s correct. Following the work we’ve completed, moving forward the monthly charges part of your bill should be consistent.

Re: (REDUCED) BILLING COSTS

richardbarber — Wed, 09 Aug 2023 16:45:02 GMT

Thank you. I remain unconvinced. There is also mention of refunds, and the current bill does not reflect this.

Re: (REDUCED) BILLING COSTS

Gandalf — Wed, 09 Aug 2023 17:21:45 GMT

From what I can see the email says the refund will be added as a credit and you’ll see it as an adjustment on the bill, which is under the ‘Other Items’ column.

Re: (REDUCED) BILLING COSTS

richardbarber — Wed, 09 Aug 2023 18:52:12 GMT

I'm sorry, but I have no idea what you are talking about. I get an email telling me there were financial improprieties, followed by a bill. There is no explanation anywhere as to how this was calculated.

Why do we have to jump through huge hoops every time there is an issue?

What were the financial errors, why and an explain what they are doing about it. That's all I want

Re: (REDUCED) BILLING COSTS

richardbarber — Thu, 10 Aug 2023 06:23:17 GMT

There is no calculation showing how bill was arrived at.

Re: (REDUCED) BILLING COSTS

RealAleMadrid — Thu, 10 Aug 2023 06:29:09 GMT

@richardbarber That isn't the bill, you need to use the View bills link and look at the detailed breakdown.

Re: (REDUCED) BILLING COSTS

jab1 — Thu, 10 Aug 2023 06:30:41 GMT

@richardbarber Click the 'view bills' text on that page, and select the one dated 09/08/2023.

Re: (REDUCED) BILLING COSTS

richardbarber — Thu, 10 Aug 2023 10:28:11 GMT

OK got it. Thanks very much.

So I take it that 10p was the sum +net's email was so concerned about?

Regards.

Richard

Re: (REDUCED) BILLING COSTS

richardbarber — Thu, 10 Aug 2023 14:15:47 GMT

So, peeps, was I correct (above)? Or will there be a discounted amount on subsequent payments?

Many thanks.

Richard

Re: (REDUCED) BILLING COSTS

willcutforth — Thu, 10 Aug 2023 16:50:24 GMT

You are correct in thinking that. @Gandalf is our chief billing expert here as he works in the team and he said it has now all been rectified and that will be the refund for it.

Re: (REDUCED) BILLING COSTS

w23 — Wed, 16 Aug 2023 11:51:07 GMT

I had the 'same' e-mail and, indeed, I got the -10p adjustment on my last bill (no explanation how there was a 10p overcharge or where or when this occurred, particularly as my bills from 4th April to 4th July have all been identical (and previous to April the bills were consistent at my agreed contract price (pre-'CPI+' increase))), the trouble is my latest bill (with the -10p 'adjustment') is now 30p higher than those of April to July (would have been 40p higher without this unexplained correction), it would appear that a 'discount' of 20p is being ADDED on my monthly charges instead of deducted!

I know it's only pennies but; 1. an explanation of what the 10p overcharge was and 2. adding a discount as a charge needs to be fixed please.

Re: (REDUCED) BILLING COSTS

richardbarber — Wed, 16 Aug 2023 12:16:31 GMT

I agree, my friend. NO explanation at all. They are a nightmare to deal with.