topic Re: Bill too high in My Account/Billing

Bill too high

customer210722 — Tue, 06 Feb 2024 18:00:49 GMT

Hi,

I've recently recontracted for Unlimited Fibre Extra 18 months contract which was supposed to be billed £28.59 (*edited - it should be £28.99), with small increase around April, as per current law.

Old contract was to end on 21st January 2024, so we recontracted a little earlier (on the 7th of Jan), to avoid problems we experienced last time.

I don't know why our new contact started right on the next day - 08th January 2024, when we have already paid for the remainder of January in our December invoice.

Now, to our surprise, instead of advertised amount (£28.99) we got billed £40.39 for our first month.

I am attaching screenshot of charge brakedown from our invoice.

I would appreciate some help from a PlusNet agent, please.

Re: Bill too high

MisterW — Tue, 06 Feb 2024 17:58:47 GMT

Looks like your billing date has changed to the 3rdvofbthe month ( not sure why?)

So in effect tat bill is for 21st Jan to 02 March i.e a month and 11 days , hence the increased charge

The breakdown is complicated by refunds and charges for the period 8th to 21 Jan which had already been paid.

Re: Bill too high

customer210722 — Tue, 06 Feb 2024 18:21:38 GMT

Hi,

Thank you for reply and explanation.

They charged us for 11 extra days and refunded for 13 days already paid (between 8th of Jan and 21st of Jan) yet we still end up with £40 bill? Total should come down not go up, I don't see the refund at all.

I don't know about billing date, but I changed the date of money being taken from our account, to make it easier on our family budgeting.

So if there was no refund, we would be charged more than £50 for our first month? And we are returning customers, not costing them any extra to sign up or to retain. Nope. This is not fair.

I appreciate your response, but I don't feel this amount is right, it is too high, hopefully someone from PlusNet will do something about it.

Anyone know how I can log this on PlusNet ticketing system?

Re: Bill too high

MisterW — Tue, 06 Feb 2024 18:24:57 GMT

but the bill covers the period to the 3rd March not just to 21st Feb.

Re: Bill too high

customer210722 — Tue, 06 Feb 2024 18:43:53 GMT

@MisterW wrote:

but the bill covers the period to the 3rd March not just to 21st Feb.

Yes, so the charge is for one full month, plus extra 11 days.

for the full month (22nd Jan - 21st Feb) we should be charged £28.59
for the remaining 11 days (22nd Feb - 3rd Mar) we are being charged extra (roughly £0.95 per day makes it £10.45)

So total come to £39.04.

However, aparently, we are also getting refund for about 13 days already paid for on December invoice. (£0.95 * 13 = £12.35)

So, £39.04 - £12.35 should be £26.69.

So how come PlusNet is charging £40.39?

Theoritically, if there were no extra days on our bill, how much would we be paying?

as advertised (£28.59),
less (because of refund),
more (if so, why?)

Can someone answer this, maybe I can understand what is being done to this bill.

Re: Bill too high

MisterW — Tue, 06 Feb 2024 19:36:07 GMT

@customer210722 I'll try and break it down in more detail

From what I can see (bear in mind I'm not staff so can't access your account) your previous billing date was the 22nd of the month. You recontracted on the 8th Jan and changed your payment date such that the billing date is now the 3rd.

Your previous bill of Dec 22nd covered the period 22 Dec to 21 Jan. So as you say you had previously paid up to 21 Jan.

Your new bill on 3rd Feb covers

1) Refunds for 8th Jan to 21 Jan at the old contract price.

2) Charges and discounts for 8th Jan to 21 Jan at the new contract price

3) Charges and discounts for 22 Jan to 2 Feb at the new contract price.

4) Charges and discounts for 3 Feb to 2 March at the new contract price.

Note that 1) will consist of a credit for the subscription and a charge for any discount already given for that period.

so your comment

However, aparently, we are also getting refund for about 13 days already paid for on December invoice. (£0.95 * 13 = £12.35)

Is not quite correct, yes you are getting a refund of the subscription but it is minus the discount already given for that period

I appreciate that looking at the breakdown and trying to understand it is not easy.

If that explanation doesnt help, then we'll have to wait for a staff member to pick this up.

Re: Bill too high

MisterW — Wed, 07 Feb 2024 09:04:08 GMT

However, aparently, we are also getting refund for about 13 days already paid for on December invoice. (£0.95 * 13 = £12.35)

Is not quite correct, yes you are getting a refund of the subscription but it is minus the discount already given for that period

Ignore that, I had a mental aberration there.

What I meant to say was :-

yes you are getting a refund but it is only the difference between what you already have paid for the period and what you would have paid under the new contract.