topic Re: Regularly overcharged in Plusnet Feedback

Regularly overcharged

aagh — Fri, 14 Oct 2016 16:39:05 GMT

Sirs

Currently (October 2016) your customer services are effectively unusable and it has taken me almost an hour to find some way to lodge this complaint.

I currently subscribe to 24/7 UK calls, up to one hour at a time, and have repeatedly been overcharged by a considerable amount for local calls of less than one hour. This has occurred on 15 Aug15, 15 Mar16, 15 Jul16 &15 Sep16. Where I have exceeded one hour by a few minutes, on 15 Dec15 & 23 Jan16, I have again been considerably overcharged and the amount charged is totally inconsistent with the number of excess minutes- 5 minutes & 8 minutes costing £3.76 & £6.24 respectively..

Would you please look into this and give me your earliest reply. Thank you.

Re: Regularly overcharged

Oldjim — Fri, 14 Oct 2016 16:57:07 GMT

while waiting for staff to pick this up can you check the first few numbers on the problem calls - 0844 as an example

Re: Regularly overcharged

aagh — Fri, 14 Oct 2016 23:26:45 GMT

Thank you Oldjim for your speedy response.

All the calls I refer to are 0141 (Glasgow) which is approximately 20 miles from my house. All of the calls are to my sister's landline.

Re: Regularly overcharged

aagh — Sun, 23 Oct 2016 16:21:10 GMT

Hi Oldjim

I am disappointed to note that I have not yet had any response to my overcharging complaint of ten days ago.

I would therefore ask you to remind your relevant staff that this is quite a serious matter, given that I am only one of 750,000 Plusnet customers who are subject to computerised billing by yourselves and that the errors in my bill will therefore not only be confined to the several instances of overcharging that I myself have discovered.

Looking forward to your earliest reply.

Re: Regularly overcharged

jelv — Sun, 23 Oct 2016 16:37:54 GMT

This is not an official support (or complaints) channel.

Your best bet is to raise a formal complaint: https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38

Re: Regularly overcharged

chenks76 — Sun, 23 Oct 2016 16:55:45 GMT

@aagh wrote:

Hi Oldjim

I am disappointed to note that I have not yet had any response to my overcharging complaint of ten days ago.

I would therefore ask you to remind your relevant staff that this is quite a serious matter, given that I am only one of 750,000 Plusnet customers who are subject to computerised billing by yourselves and that the errors in my bill will therefore not only be confined to the several instances of overcharging that I myself have discovered.

Looking forward to your earliest reply.

OldJim is not a plusnet employee.

Re: Regularly overcharged

MattyC — Mon, 24 Oct 2016 12:47:00 GMT

I'm sorry that this thread wasn't picked up, I'm investigating your case for you now.

Re: Regularly overcharged

aagh — Mon, 24 Oct 2016 14:46:10 GMT

Thank you jelv for all of this information. Plusnet Help seem to be dealing with the matter now.

Re: Regularly overcharged

MattyC — Mon, 24 Oct 2016 14:53:52 GMT

I have just been in the process of trying to identify why the calls that were under an hour were chargeable. I'm also refunding any excess charges together. I'll send you a ticket correspondence shortly.

Matty

Re: Regularly overcharged

aagh — Tue, 25 Oct 2016 01:30:59 GMT

Thank you MattyC for your prompt reply and I look forward to having your explanation as to why this apparent regular overcharging has occurred.

Re: Regularly overcharged

aagh — Fri, 28 Oct 2016 01:54:10 GMT

Please would you give you me your definition of "shortly". Thank you.

Re: Regularly overcharged

Chris — Fri, 28 Oct 2016 11:25:05 GMT

I know Matty was looking in to this, unfortunately he's currently out of the office but is back on Monday. I've emailed him to ask that he updates you with where he got to with this.

Re: Regularly overcharged

MattyC — Wed, 02 Nov 2016 12:07:44 GMT

See my correspondence here.