topic Re: Overcharged after upgrade in My Account/Billing

Overcharged after upgrade

taff11 — Sat, 10 Aug 2024 12:27:10 GMT

Hi, Can anyone please help me with this problem, I am unable to phone as my speech is affected by a recent Bell's Palsy issue.

I changed my Full Fibre account which took place on 12th June, for Fibre 900, at a cost of 47.50 per month after discount.

However, I was charges over £80 around 12 July, and have now received this months bill of over £67 for 12th August.

Any help would be greatly appreciated.

Taff

Re: Overcharged after upgrade

bmc — Sat, 10 Aug 2024 12:35:30 GMT

@taff11

Have you registered with PN as a vunerabele person? Login to your Members portal. Under My Account you should find a link on how to resister.

As to your bill, look at your invoices for the past 3 months to see exactly what you have been charged for. The nyou can figure out how much the over charge is.

Brian

Re: Overcharged after upgrade

taff11 — Sat, 10 Aug 2024 12:42:01 GMT

Hi BMC,

Will register now.

Latest bill just shows a charge of £67.00 for full fibre 900, but without a discount of 27.00, which I had agreed to. Will look at the previous bill now.

Thank you.

Re: Overcharged after upgrade

taff11 — Sat, 10 Aug 2024 12:53:33 GMT

Sorry, discount should be around £20.00.

Previous bill shows two months charges of 67.00 less a months payment at the previous lower rate, and a discount of 6.00.

Re: Overcharged after upgrade

bmc — Sat, 10 Aug 2024 12:57:50 GMT

@taff11

Looks like the discount hasn't been applied correctly.

Hopefully, a staff member will pick up on this thread in due course and sort things out for you.

Once you register PN staff will know about your speaking problems and will contact you in an appropriate manor. Note you should also register with your utility companies for the same reason.

Brian

Re: Overcharged after upgrade

taff11 — Sat, 10 Aug 2024 13:10:46 GMT

Thank you again BMC, yes, I can now see from my previous bill that the discount of 6.00 applied to my previous package, but no discount on my new package at all.

Thanks again.

Re: Overcharged after upgrade

MisterW — Sat, 10 Aug 2024 13:24:38 GMT

@taff11 I'm afraid the problem of discounts not being applied correctly on account changes is an all too common problem🙄

as @bmc says , I'm sure a staff member will be along shortly to sort it out.

Re: Overcharged after upgrade

taff11 — Sun, 11 Aug 2024 08:45:31 GMT

Thank you everyone for your help, I have now been contacted by customer support, so hopefully this matter will be put to bed.

Best regards, Taff

Re: Overcharged after upgrade

SammyM — Sun, 11 Aug 2024 10:20:24 GMT

Hiya @taff11

Thanks for bringing this to our attention and I'm sorry for the confusion caused.

I've picked this up and provided you an ticket here with what I have done to fix this.

Please get back in touch if you need anything else.

Re: Overcharged after upgrade

taff11 — Sun, 11 Aug 2024 12:46:30 GMT

Thank you Sammy, I've received your emails.

Best regards, taff

Re: Overcharged after upgrade

SammyM — Sun, 11 Aug 2024 12:57:41 GMT

Awesome, we will keep you posted

Re: Overcharged after upgrade

SammyM — Tue, 20 Aug 2024 08:16:45 GMT

Morning @taff11,

I have sorted the last over payment out and emailed you the details.

Is there anything else I can help with while I have you?

Re: Overcharged after upgrade

taff11 — Tue, 20 Aug 2024 13:10:26 GMT

Thank you Sammy, all good now, appreciate your help

Best regards, Taff

Re: Overcharged after upgrade

SammyM — Tue, 20 Aug 2024 13:33:51 GMT

My pleasure Taff, have a fab week!!