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Billed too much? (switched from Metronet to Plusnet - see post #21)

Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Billed too much? (switched from Metronet to Plusnet - see post #21)

Hi
I switched from Metronet to Plusnet Broadband Your Way Option 1 yesterday.
I changed the Usage Allowance to 3GB which should bring my bill to £11.49 per month unless I've misunderstood anything?
I also set a Price Limit of £12.49 meaning - AAIU - that if I go over 3GB usage I will be charged an extra £1. If I go over 4GB usage my speed will drop to very slow for the rest of the month - is this right?
My bill has just arrived and says:
Qty    Description    Unit    VAT    Gross
1 Account Billing (2007-08-14 to 2007-09-13) £8.50 £1.49 £9.99
1 3GB Included Data Transfer Charge From 14/08/2007 £1.28 £0.22 £1.50
1 Include Data Transfer Upgrade Charge On 14/08/2007 £1.28 £0.22 £1.50

Is there any reason why the £1.50 has been charged twice?
Thanks
Dan
22 REPLIES
Community Gaffer
Community Gaffer
Posts: 13,491
Thanks: 1,206
Fixes: 96
Registered: ‎04-04-2007

Re: Billed too much?

I'll take a look at this now for you.
Edit: Now I've had a look into things...
I can only make an assumption as I don't know what your PlusNet account details are.
What I think has happened is this...
The account you moved onto was the normal £9.99 Option 1 product with included 1GB. Once moved across the system assumed (correctly) that payment for the first month's service was already accounted for.
You (or someone here?) then upgraded your account to include an additional 2GB of prepay bandwidth. You are billed in advance and as this bandwidth was made available to you immediately the system assumed (correctly) that you then owed £1.50. Instead of take this immediately, the system defers it until you are next billed.
So basically...
 Qty        Description        Unit        VAT        Gross
1    Account Billing (2007-08-14 to 2007-09-13)    £8.50    £1.49    £9.99

This is the base payment for *next month's* service
1    3GB Included Data Transfer Charge From 14/08/2007    £1.28    £0.22    £1.50

This is the extra 3GB for *next month's* service.
1    Include Data Transfer Upgrade Charge On 14/08/2007    £1.28    £0.22    £1.50 

This is the difference between what the system thought you had already paid and the price of the new package when you (or we) upgraded your account *last month* ie. £11.49 - £1.50 = £9.99
Hope this makes things clearer. I can confirm/deny the above if you PM me your PlusNet username.
Edit again: Thanks for the username. I was kinda right. The charge is in error anyway so I've refunded £1.50.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Thanks to Bob for sorting this so quickly Smiley
Community Gaffer
Community Gaffer
Posts: 13,491
Thanks: 1,206
Fixes: 96
Registered: ‎04-04-2007

Re: Billed too much?

Glad I could help! Smiley

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

I've now received an e-mail saying "we will
be taking the next subscription payment for your Metronet Account account on 2007-09-13."
Could someone please check that this is a charge for 1 or 2 days during the switch to Plusnet, and not a whole month?
Ta
Dan
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Billed too much?

Hi there,
You're being billed in arrears remember, so these charges will be for the previous month.  If we've overbilled you for the period that you moved onto a PlusNet account, I'll be more than happy to instigate a refund once the invoice has been raised.
Sorry about all of the hassle.
Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Quote from: James
Hi there,
You're being billed in arrears remember, so these charges will be for the previous month.  If we've overbilled you for the period that you moved onto a PlusNet account, I'll be more than happy to instigate a refund once the invoice has been raised.
Sorry about all of the hassle.

Thanks James. Hopefully the bill will only be for a day or two as my previous Metronet bill covered the period to 12 Aug, and my first Plusnet bill covered the period from 14 Aug.
Cheers
Dan
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Billed too much?

Thanks Dan.
Give me a shout once you're billed on the 13th and I'll double check everything.
Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Quote from: James
Thanks Dan.
Give me a shout once you're billed on the 13th and I'll double check everything.

Me again..! Have been billed for the full £13.75 - invoice number 9528007.
Cheers
Dan
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Billed too much?

Hi Dan,
Refund made and I've generated a ticket on your account.
Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Quote from: James
Hi Dan,
Refund made and I've generated a ticket on your account.

Thanks very much James.
The Services page in the Metronet Member Centre still says I'm on PAYGo Option 2, but I guess the account has been fully closed now?
Cheers
Dan
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Billed too much?

I'm happy to fully close your account if you want me to, Dan.
Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Quote from: James
I'm happy to fully close your account if you want me to, Dan.

I don't mind either way as long as the system doesn't bill me another £13.75 in a month's time  Wink
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Billed too much?

Thanks Dan.
I've now closed your account.
Dan29
Dabbler
Posts: 22
Registered: ‎06-08-2007

Re: Billed too much?

Quote from: James
Thanks Dan.
I've now closed your account.

Thanks for all your help James.
All the best
Dan