topic Re: Overcharged for past 2 years in My Account/Billing

Overcharged for past 2 years

Gerrywdean — Mon, 14 Jul 2025 17:57:56 GMT

I need to renew and frankly i'm disgusted that the deal agreed on the phone was ignored.

We agreed 36.75pm and a £75 cashback card with customer service agent <redacted>.

We were not able to claim the cashback card, despite trying, and we were charged £38 p/m and then £41 from April 2024 and then £43 from April 2025.

I would like to be refunded to the agreed amount.

Moderator's note:
Agents name removed from a public forum (to an area that staff can see) as per Forum rules

Re: Overcharged for past 2 years

Dan_the_Van — Mon, 14 Jul 2025 15:53:49 GMT

Every year in March the contract price will rise, which will be why you have these price increases.

Usually in February an email is sent to your registered email address for you account to confirm the amount.

The contract confirmation email should have detailed this price increase.

Re: Overcharged for past 2 years

Mustrum — Mon, 14 Jul 2025 16:23:23 GMT

@Gerrywdean if you remember you posted similar in Feb last year, was offered help but seems you did not follow it up.

https://community.plus.net/t5/My-Account-Billing/Overcharged-and-no-voucher-sent/m-p/1958956

Re: Overcharged for past 2 years

LexLex2020 — Tue, 15 Jul 2025 15:46:15 GMT

@Gerrywdean,

I am really sorry that you have been charged incorrectly.

I have looked into this and can see the incorrect discount was applied.

I have arranged for a credit to rectify this and an email will be sent out confirming the amount being added.

I am afraid that since the reward card was issued over 3 months ago you are no longer eligible for it, you would have needed to come to us sooner for us to investigate that for you.

You can expect to see the credit email reaching you within 48 hours.

Please let us know if there is anything further we can assist with and sorry again for the inconvenience.

Regards,

Lex

Re: Overcharged for past 2 years

Gerrywdean — Thu, 07 Aug 2025 15:03:53 GMT

Hello,

The refund has still not been sent.

Furthermore, we recieved notification from plusnet that we would be charged £60+ on the 14th. We had switched to ZEn broadband with the switching date on the 13th and plusnet were notified of this weeks ago.

Our regular bill date was the 16th so clearly this was setup after you were told we were switching. stop playing games and trying to steal from us.

Re: Overcharged for past 2 years

LexLex2020 — Mon, 11 Aug 2025 07:17:41 GMT

@Gerrywdean,

Sorry about this, I have now ensured the refund has been sent.

You will see the email regarding this soon.

I have also taken a look at your billing to find out why you would be charged £60, it looks like because you're at the end of the contract, and we generate the bill for the month ahead, it has generated it partly out of contract.

I know this is inconvenient however I can assure you once your final bill is generated, 21 days after your account it closed" anything you are due back will be refunded automatically.

You will not be out of any money with your final bills I can assure you of this.

Thanks,

Lex

Re: Overcharged for past 2 years

Gerrywdean — Fri, 15 Aug 2025 10:25:19 GMT

Hello,

Zen were not able to install the full fibre cable so they cancelled our order with them. I then signed up for another 2 years with plusnet.

However, I got an email yesterday from plusnet saying they could not complete our order becasue there was another order in progress on the line. My guess is than Zen didn't cancel, despite saying they did.

Could you please look into this for me?

Re: Overcharged for past 2 years

jab1 — Fri, 15 Aug 2025 10:28:43 GMT

@Gerrywdean You will probably get a faster answer from Zen.

Re: Overcharged for past 2 years

Windings — Fri, 15 Aug 2025 11:32:08 GMT

@Gerrywdean Hi there, i took a quick look into this and it looks like the pending cease on your old line is still there. As its a 3rd party placed cease order, we cant cancel that one so i would advise to get in contact with Zen to see what's going on at their end. Once the cease has disappeared we can replace the order for you.

All the best

Re: Overcharged for past 2 years

Gerrywdean — Sat, 16 Aug 2025 20:49:36 GMT

We still have an internet connection even though we are out of contract. does that mean we are being charged are £60+ a month right now?

I don;t understand how a cease order can still be in place for 2 days ago....

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 06:09:38 GMT

Is that connection a Plusnet one@ Have you contacted Zen, as advised previously?

Re: Overcharged for past 2 years

MisterW — Sun, 17 Aug 2025 06:30:15 GMT

Zen were not able to install the full fibre cable so they cancelled our order with them. I then signed up for another 2 years with plusnet.

I would have expected that if the Zen FTTP order failed, that the takeover of the Plusnet connection would not happen and so the Plusnet service would continue. Yes, Zen MAY have left a pending cease on the line but I don't understand why Plusnet need to place a new order ? The service should continue as is , although at the 'out of contract' price.

AFAICS All that needs to happen is for Zen to cancle the pending cease ( Plusnet can't do that ) and then for a recontract of the existing service with PLusnet, no order on Openreach should be required !

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 06:51:27 GMT

I may have missed something here, but if the order on Zen - which they 'couldn't complete' - why? - was for FTTP, and the OP is on FTTC with PN, why would Zen place a cease on the line? As I understand it, the two technologies are independent of each other?

Re: Overcharged for past 2 years

Baldrick1 — Sun, 17 Aug 2025 06:57:35 GMT

@Gerrywdean wrote:

Zen were not able to install the full fibre cable so they cancelled our order with them. I then signed up for another 2 years with plusnet.

I'm a bit surprised that Zen cancelled the order without offering you FTTC. Are you sure that it was cancelled and you have had confirnmation by email?

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 06:59:15 GMT

@Baldrick1 I get the feeling we are not being given the full story here.

Re: Overcharged for past 2 years

MisterW — Sun, 17 Aug 2025 07:04:31 GMT

as for FTTP, and the OP is on FTTC with PN, why would Zen place a cease on the line?

They almost certainly do the same as Plusnet when migrating an existing connection. By default they will effectively 'take over' the existing connection. @jab1 as you say , the FTTP is independant of the existing connection so to take it over , they place a 'change of ownership cease' . They would normally place it as a 'pending' cease to complete when FTTP is installed. Since the FTTP install failed , the cease should have been cancelled automatically...

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 07:11:06 GMT

Thanks, @MisterW , that makes sense. I am a little surprised, however, that the pending cease is still there - I admit things can occasionally go wrong, but it is simple for the OP to resolve, all they need to do is call Zen and get the pending cease removed. No-one else can do that.

Re: Overcharged for past 2 years

Gerrywdean — Sun, 17 Aug 2025 10:49:13 GMT

Pls stop speculating here i'm just using this forum to get to plusnet support instead of waiting for the phones

Talked to Zen and they say our order was cancelled on the 13th. I don't understand what is happenning and why plusnet can't just continue with our new contract we agreed to on the phone.

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 10:55:05 GMT

We are not 'speculating' here, just trying to help, but we can't see anything than other than what you report. The PN Help Team are very thin on the ground, especially at weekends, which is why you are getting replies from the Community - who do not have access to Plusnets resources.

Re: Overcharged for past 2 years

jab1 — Sun, 17 Aug 2025 11:04:14 GMT

@Baldrick1 Have you 'Fixed' this topic in error?