https://community.plus.net/t5/Plusnet-Feedback/Plusnet-mobile-final-bill-hard-to-understand/m-p/1798720#M87443 <P>Just received what I hope is my final mobile bill.&nbsp; Understanding it is really hard work due to:</P> <P>&nbsp;</P> <P>1.&nbsp; The email saying you will be taking a payment for my usual amount when the PDF bill is actually for a refund - surely it's not that hard to make the covering email and PDF amount agree.</P> <P>2.&nbsp; The PDF bill gives me a refund for my last months line rental, and then re-charges me a pro-rata amount to cover up until the date that I PAC'd away - this is correct I think.&nbsp; However deciphering this took far longer than it should as there is no explanation for what periods the refund or recharge is for.&nbsp;</P> <P>3.&nbsp; Finally it says "We’ll collect the amount due by Direct Debit' - as this is a refund why don't you just change the text to say 'We'll <STRONG>refund</STRONG> the amount by Direct Debit on'.</P> <P>&nbsp;</P> <P>Overall, this all gives a really poor impression - it feels very much like nobody has actually looked at what a customer receives for a final bill, as it's not really acceptable.&nbsp; Hopefully you will be able to spend the CPI + 3.9% increases (of which there are two in the next year scheduled) on improving this for future customers.</P> Wed, 17 Mar 2021 16:08:38 GMT flanzm 2021-03-17T16:08:38Z https://community.plus.net/t5/Plusnet-Feedback/Plusnet-mobile-final-bill-hard-to-understand/m-p/1798720#M87443 <P>Just received what I hope is my final mobile bill.&nbsp; Understanding it is really hard work due to:</P> <P>&nbsp;</P> <P>1.&nbsp; The email saying you will be taking a payment for my usual amount when the PDF bill is actually for a refund - surely it's not that hard to make the covering email and PDF amount agree.</P> <P>2.&nbsp; The PDF bill gives me a refund for my last months line rental, and then re-charges me a pro-rata amount to cover up until the date that I PAC'd away - this is correct I think.&nbsp; However deciphering this took far longer than it should as there is no explanation for what periods the refund or recharge is for.&nbsp;</P> <P>3.&nbsp; Finally it says "We’ll collect the amount due by Direct Debit' - as this is a refund why don't you just change the text to say 'We'll <STRONG>refund</STRONG> the amount by Direct Debit on'.</P> <P>&nbsp;</P> <P>Overall, this all gives a really poor impression - it feels very much like nobody has actually looked at what a customer receives for a final bill, as it's not really acceptable.&nbsp; Hopefully you will be able to spend the CPI + 3.9% increases (of which there are two in the next year scheduled) on improving this for future customers.</P> Wed, 17 Mar 2021 16:08:38 GMT https://community.plus.net/t5/Plusnet-Feedback/Plusnet-mobile-final-bill-hard-to-understand/m-p/1798720#M87443 flanzm 2021-03-17T16:08:38Z