topic Re: Final bill confusion in My Account/Billing

Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:04:19 GMT

Hi I left plusnet on the 4th of July and I’m still awaiting my final bill and I received a normal bill today but nothing to say it was a final bill or not and the bill itself is confusing

Re: Final bill confusion

jab1 — Wed, 23 Jul 2025 15:18:23 GMT

When was your normal invoicing date with Plusnet? Final bills are generated 21 days after the account is closed in the PN system, so you should get that imminently, with any overpayment credited back to you.

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:23:02 GMT

My normal bill date is the 23rd of every month and is paid on the 23rd of everymonth reason im a bit confused is its im in credit they also added the early termination fees on this bill but then refunded it on the same bill just not sure what its saying lol.

Re: Final bill confusion

jab1 — Wed, 23 Jul 2025 15:28:17 GMT

If you post screenshot of the bill breakdown, I can try and make sense of it for you. No guarantees, as the PN billing system is a nightmare to decipher.

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:32:42 GMT

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:33:12 GMT

Hi and thanks I think I managed to post it

Re: Final bill confusion

jab1 — Wed, 23 Jul 2025 15:38:23 GMT

That actually looks like your final bill, to me, with a credit due back to you of £16.59

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:43:30 GMT

That’s what I was thinking but nothing saying it is then it’s the early termination charges it’s like they charged me then decided not to charge me and refund it with the adjustment am I paying the termination charges or not no payments left my card.. if anything in my head I feel like I owe them around £34

Re: Final bill confusion

MisterW — Wed, 23 Jul 2025 15:48:45 GMT

@darkjedi to me , that doesnt look like the account has closed down properly.

@jab1 I don't think so John.

Its stopped the line rental from 4/7 , refunded the line rental paid in advance unitl 22/07 ( correcting for the advance discount )

but its still billed the broadband (Unlimited fibre) for another month from 23/07 to 22/08. Ok so its also included the discount for that period so the charge is effectively £0.

I've seen one like this previously where the broadband component didnt get cancelled..

If a staff member doesnt pick this up shortly, then I'll escalate it.

Re: Final bill confusion

jab1 — Wed, 23 Jul 2025 15:52:14 GMT

OK, @MisterW - I did say the PN billing is confusing - and I obviously got confused. 😀

Thanks for checking me.

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:52:19 GMT

So not sure what i do i was really hoping not to have to ring then as i struggle with phone calls but looks like i aint got a choice really wish they had a email support lol

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 15:54:17 GMT

Ah sorry just noticed the last sentence ok thanks

Re: Final bill confusion

MisterW — Wed, 23 Jul 2025 16:02:50 GMT

@jab1

I did say the PN billing is confusing - and I obviously got confused

Agreed, some bills are really confusing. I've had the fortune to talk to our resident 'wizard' (who's now in billing!) occasionally😀

@darkjedi

Ah sorry just noticed the last sentence ok thanks

No problem, the bottom line is that the balance amount is effectively correct! I've no idea why the ETCs are added and then removed.

The main problem is that, although the net effect is zero, the billing cycle for broadband is continuing and so the account wont close automatically.

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 16:17:54 GMT

I had a feeling something was not tight just couldnt see it lol

Re: Final bill confusion

Gandalf — Wed, 23 Jul 2025 17:06:51 GMT

I think I've sorted this, I've cancelled the account and we'll produce the final bill as soon as possible.

Re: Final bill confusion

darkjedi — Wed, 23 Jul 2025 17:09:06 GMT

Hi thanks and yes I got a email stating we have your cancellation request and will start today any idea on the bill ? Thanks

Re: Final bill confusion

Gandalf — Thu, 24 Jul 2025 09:18:13 GMT

The previous bill is how @MisterW explained it, the final bill should generate tomorrow.

Re: Final bill confusion

darkjedi — Fri, 25 Jul 2025 17:42:12 GMT

Hi on my account its saying the account is closing have been sent another bill but it appears it aint the final bill again

Re: Final bill confusion

Gandalf — Fri, 25 Jul 2025 18:49:04 GMT

It would be the final bill, the negative balance will be refunded automatically within 5 working days, if your Direct Debit Instruction remains active, otherwise we’ll email you instructions on how to claim it.