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New Customer.Unsure about 1st months payment.Help please.

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New Customer.Unsure about 1st months payment.Help please.

I was informed on 8th Oct that £32.73 was taken from my account.
This was for
"Initial monthly subscription for ADSL"
"Fee for monthly payment"
"Postage for modem"
Fair enough. My activation date is 14 Oct. I have just received another email to say that £14.99 will be taken from my account on that date!! Cry
Is this correct or am I being charged twice for my first monthly payment.
TIA

Tony
5 REPLIES
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New Customer.Unsure about 1st months payment.Help please.

I'd suggest raising a link:contact us ticket to get PlusNet to clarify this for you, since it looks like you need an official response.
Community Veteran
Posts: 14,469
Registered: 30-07-2007

New Customer.Unsure about 1st months payment.Help please.

That sounds wrong and should be queried. Your next monthly payment should be taken 1 month after activation occurs.

And your breakdown of charges is probably

£14.99 - 1st months activation
£11.75 - for monthly contract
£5.99 - P&P for modem.
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New Customer.Unsure about 1st months payment.Help please.

This is the third such incident I have seen on the boards this weekend.

Somthing must be up with the script (s) which are processing new activations.

This needs looking at. Its not a good start when a customers first impression of a new isp is tainted by billing errors.
JonathanW
Grafter
Posts: 2,648
Registered: 02-10-2007

New Customer.Unsure about 1st months payment.Help please.

Hi,

This isn't a billing issue as such, more of a limitation with the current system.

When a customer signs up for an included activation account, the system takes the first monthly payment early, to ensure that the customer has valid payment details. However, when the system comes along later it sees that the account is close to activation and that we're going to need to take a monthly payment, and thus sends out the email advising of this.

Then, when the account is activated, the billing date is pushed forwards one month to cover the payment already taken, and this happens before the previously advised payment is taken.

This is a little confusing at times, and I'm going to raise this internally to try and have the matter clarified on the emails we are sending out.
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New Customer.Unsure about 1st months payment.Help please.

Excellent Jon,

Sounds reasonable and is all we can ask of you.

Hopefully it will be clarified in due course.

Many thanks.