topic Re: Incorrect Billing (Again) in My Account/Billing

Incorrect Billing (Again)

marianuk — Fri, 11 Oct 2024 03:24:01 GMT

Hi there,

I believe I have had an incorrect bill for the second consecutive month. I have been charged £65.68 for my broadband and line this month. It looks like a couple of things have been messed up in the bill. I would be grateful if someone could look it this.

My contract will end on 16/10/2024. Haven't renewed yet (will sort it out this weekend). The bill is dated 01/10/2024 for the billing period 01/10/2024 to 31/10/2024.

In the breakdown it shows the following:

Balance brought forward £42.79
Evenings & Weekends Included 01/10/24 31/10/24 £0.00
Line Rental 01/10/24 16/10/24 £14.78
Line Rental 17/10/24 31/10/24 £13.85
Voicemail 01/10/24 31/10/24 £0.00
Unlimited Fibre Extra 01/10/24 16/10/24 £15.51
Unlimited Fibre Extra 17/10/24 31/10/24 £14.55
Incorrect charging - Broadband Subscription Pricing 15/09/24 15/09/24 -£5.19
Payment 09/09/24 09/09/24 -£42.79
Refund Payment 17/09/24 17/09/24 £5.19
Additional Call Charges 01/09/24 30/09/24 £6.99

I think a couple of issues I can see are as follows.

1. I had an issue with my last bill where the full discount wasn't applied and £5.19 was meant to be refunded. If I'm reading my bill correctly it looks like you refunded me £5.19 then took it back.

2. You didn't apply the pro-rata discount between 1/10/24 to 16/10/24 on both the Line Rental and Unlimited Fibre Extra. So the £14.78 and the £15.51 should have had a pro-rata discount applied of £0.57 and £15.51 if my maths is correct.

I belive my final bill should have been about £44.41. Can someone confirm my findings and correct this please.

Kind Regards

Re: Incorrect Billing (Again)

Longliner — Fri, 11 Oct 2024 09:51:28 GMT

I've never understood the Plusnet accounts system which is as complicated as UK taxation and just as frustrating! You are billed in advance so as you haven't renewed your contract this will be at full rate. I've no idea what the rest is about.

This forum is not closely monitored by staff who drop in when they can so I suggest you give them a call without delay and see what they can offer. Good luck!

Mike

Re: Incorrect Billing (Again)

SammyM — Fri, 11 Oct 2024 10:31:57 GMT

Hiya @marianuk

I'm sorry for the confusion over the bill, I have sent you a ticket here and an email copy.

Let me know if you have any questions.

Re: Incorrect Billing (Again)

marianuk — Mon, 14 Oct 2024 15:08:31 GMT

Hi @SammyM

I appreciate the response and the refund that you issued that was stated in the ticket, but you refunded the incorrect amount. In the ticket it stated that you refunded 16 days (correct) of missing discount to the amount of £13.41 (incorrect). It should have been £16.08 for 16 days on both the Unlimited Fibre Extra and Landline.

I contacted Plusnet via twitter (not calling it X) and they said to reply back on the thread and you guys will pick it up here.

Kind Regards,