topic Re: Phone Calls billed after upgrade to unlimited calls in My Account/Billing

Phone Calls billed after upgrade to unlimited calls

OldEngineer — Tue, 24 Dec 2024 11:42:03 GMT

Just got my latest bill and see I've been charged for phone calls even though I have Unlimited.

I did an upgrade to Unlimited to come into effect on 28th November. I see I have been charged for a call on the 28th and again on 13/12 and 16/12

I had previously stopped a Call Package and then saw an increase in charges for November which prompted me to reinstate. Something must be wrong.

The region codes for the three calls are 01843, 0208 & 01326

Re: Phone Calls billed after upgrade to unlimited calls

Baldrick1 — Tue, 24 Dec 2024 12:26:22 GMT

@OldEngineer

Are you aware that these changes are applied from the next billing date?

Re: Phone Calls billed after upgrade to unlimited calls

OldEngineer — Tue, 24 Dec 2024 12:31:14 GMT

Nothing in the email says it is delayed. The wording says this...

Your new package will be active on: 28^th November 2024.

Re: Phone Calls billed after upgrade to unlimited calls

Tina11192 — Mon, 30 Dec 2024 18:13:46 GMT

Hey @OldEngineer thanks for getting in touch with us, sorry for the delayed reply I hope you had a lovely festivity period.

As I had to go into detail, I have opened a question on your account with further details, here's the link for you: https://www.plus.net/wizard/?p=view_question&id=245412612

Please let me know if there's anything else I may be able to help you out with

Re: Phone Calls billed after upgrade to unlimited calls

Townman — Mon, 30 Dec 2024 20:32:11 GMT

@Tina11192

Can you please offer the jist of what has happened here please? The detail might be considered private, but the mechanics of what has happened provides the grist to help community members to acquire knowledge and deliver assistance without staff needing to respond to every similar issue.

Re: Phone Calls billed after upgrade to unlimited calls

Tina11192 — Thu, 02 Jan 2025 14:31:38 GMT

Hi @Townman apologies for the delayed reply. To clarify on this topic, when a change to an account is being made mid-billing cycle, the change will take place on the next billing cycle. If any calls are made between adding a call plan and the next bill generation, the charges will be applicable, here's an example:

Your bill is generated on 1st of January, you add a call plan on 20th of January, the change will take effective from 1st of the February. Any calls made between 20th and 31st January will be charged at usual rate.

Re: Phone Calls billed after upgrade to unlimited calls

MisterW — Thu, 02 Jan 2025 14:43:17 GMT

@Tina11192 but does the comms make that clear to the user ?

From the OPs initial post it would appear not ...

Your new package will be active on: 28^th November 2024.

Yet the change apparently didn't take effect until the next billing date.

Re: Phone Calls billed after upgrade to unlimited calls

Tina11192 — Fri, 03 Jan 2025 11:34:26 GMT

Hi @MisterW thanks for getting in touch. I have already flagged this to management team to follow up with, the wording does cause confusion and would lead to believe that the change had already happened, however, the change in question is in regards to the product change/update on the account, and not the billing side of things.

Further details can be found on our terms and condition on this link, paragraph 8.1, link below for your information:

https://www.plus.net/help/legal/terms/

"8.1. If you want to change your call plan or call features you may request this at any time. For call features, the change will normally happen within 24 hours of the request. For call plans, the change will take effect on your next billing date. This won't affect your minimum term of the service. Charges for the new call plan or call features will be payable as set out in the Price Guide. Charges for call plans and call features are paid monthly in advance. As call features can be changed part way through a billing month, your bill following the change will include a pro-rata charge or refund to account for the change made during your previous billing month."