topic Refund amount error in My Account/Billing

Refund amount error

royandlou — Sun, 10 May 2026 12:16:35 GMT

Recently changed from phone and broadband to just broadband, been with PN for years. Error on part of PN with timing and charges. I phoned yesterday and eventually was given a refund, of £36.22, which will come through on next bill. Person was helpful and I have their name. However, received an email later from PN 'team', refund is £26!! Why the difference? Why no email from the person, as is ususally the case?

Re: Refund amount error

Baldrick1 — Sun, 10 May 2026 14:01:49 GMT

Moderator's note:
Thread moved from Everything Else to My Account/Billing

Re: Refund amount error

markhawkin — Mon, 11 May 2026 07:24:23 GMT

My guess is that the £26 is the system calculated value and is automated.

The offer on the phone will prbably have been calculated a different way and may have a bit of "messing about compensation in it".

I would phone up and remind Plusnet of the previously agreed figure.

Re: Refund amount error

Gandalf — Mon, 11 May 2026 16:08:50 GMT

Hi @royandlou

The refund was split into two parts, due to the way the systems are designed it couldn't be applied in one go.

Did you get a second email this morning confirming the remaining amount?