topic Re: Bills in My Account/Billing

Bills

Rmcd170469 — Mon, 11 Aug 2025 13:15:50 GMT

What gives plusnet the right to charge me over £47 this month when I sorted out my new contract which was due to end at the end of July, I renewed 16 July on a £25.99 contract , all I get told by the useless person that it's pro rata and it will be sorted out in the next bills. So if I just pay you £5 next month and I will sort by pro rate next month will that be ok

Re: Bills

Tina11192 — Mon, 11 Aug 2025 15:30:38 GMT

@Rmcd170469 Thank you for taking the time to contact us on our Community Forum, I hope you are well.

I'm sorry to hear that this issue has happened to your bill following the renewal of your contract, having reviewed the account I can confirm that the advice received is correct, we have a dedicated offline billing team that reviews every account every month and where it's found that an account was charged incorrectly, the adjustment it will be made on the following invoice.

I'm sorry if this is not the outcome hoped for and sympathise with you for the situation, I assure you this matter will be addressed.

Please let me know if there's anything else we may look into for you

Re: Bills

Rmcd170469 — Mon, 11 Aug 2025 18:58:45 GMT

So what gives you the right to do that ? And why should I wait a month to get the money back that you have stolen from me

Re: Bills

jab1 — Mon, 11 Aug 2025 19:07:57 GMT

@Rmcd170469 Getting shirty at @Tina11192 (or anyone else for that matter) will not help you. The way the PN account system works is the way it works, and the issue is resolved in/on your next invoice.

Re: Bills

Rmcd170469 — Mon, 11 Aug 2025 20:27:40 GMT

Not getting shirty but how are they allowed to do this, charge you almost double what you are supposed to pay

Re: Bills

jab1 — Mon, 11 Aug 2025 20:42:56 GMT

OK. The invoice you got recently was most likely generated before you agreed your new contract, IIRC, they are generated about 10 days before issue, at which time, as they cover the next months service, said bill would be at the out of contract rate, as your new contract wouldn't be in place. Any over-payment will show on the next invoice as a credit which will be used against the next one, after which you will be charged your full new contract price.

Re: Bills

corringham — Tue, 12 Aug 2025 07:21:50 GMT

@jab1 wrote:

OK. The invoice you got recently was most likely generated before you agreed your new contract, IIRC, they are generated about 10 days before issue

It occurs to me that preparing bills 10 days before they are issued is a very archaic approach - this used to be done when batch processing was in vogue and bills were sent by royal mail. Times have changed - for example my utility company can produce a bill within seconds of entering meter readings, which helps ensure that I am always billed the correct amount.

Re: Bills

jab1 — Tue, 12 Aug 2025 07:34:07 GMT

Unfortunately, @corringham , as we all know (or should), the PN accounting system has always been a little 'archaic', to be polite, and the chances of it being brought up to date are slim.