topic Re: 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?

Re: Refund amount error

royandlou — Tue, 12 May 2026 18:42:13 GMT

Gandalf,

Thank you for the email. Yes, I have received a second email with the additional amount. The person I dealt with initially did not tell me it would be in two bits.........not good. I wrote notes at the time, so know what was said.

At least it has been rectified, allbeit getting it in two amounts, that is over two months refunds! Would have been good customer service to let me know it was going to be over two months. Not very happy.