Evening 69 minute call charged a connection fee

[#1]

James - you do realise that you (PN) sold a product which is different to the product you are now saying exists?
The advertising and support pages tell people that they won't be charged a setup fee for calls that last longer than 60mins, but you are saying that they are, and will be.
Whatever the reason for this, it it still misselling.
The product you provide is not the product you advertise and invite people to sign up for.
Whatever the reasons for the change, I'm sure you can see how unreasonable it is?

[#2]

James_g:
You are perfectly correct.  It's just as Anotherone posted a while back..  This charge should not be applied.

[#3]

Just a quick post to let you all know that I haven't ignored this.
I'm still engaging other departments in this to try and do the right thing.

[#4]

bump

[#5]

It has been discussed internally and as recently as this afternoon.
I'll ask someone from Products to update this thread tomorrow.
Apologies for the delay in adressing this folks.

[#6]

Hi guys,
We've raised the relevant internal documentation and prioritisation work to get this charge removed.
Once we have some timescales we'll let you know, but we'll definitely be removing this charge.

[#7]

Thanks James - Plusnet did the right thing again - now all we need is the £14.99 downgrade charge to be removed.

[#8]

Thanks James, been away, so only just seen your post. Update when you can. Thanks.

[#9]

Hiya,
We got a commitment for this to be delivered.
We're just waiting on a QA rollout slot to be available, which might be next week.  I'll let you know once I've got a definite date.

[#10]

This still appears to be a problem as we have just been charged a connection fee for going over 60 mins. Are you going to refund everyone who has been affected by this?
Jeff

[#11]

Quote from: Jameseh

We're just waiting on a QA rollout slot to be available, which might be next week.  I'll let you know once I've got a definite date.

This was three weeks ago.  Surely we must have a definite date by now.    Obviously not as 'minkey' has been charged.

[#12]

Hmm.  I'm not sure.
I'll try and chase this up with Rich later on today to see where we are with this.