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Stealing my phone time and money

Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Stealing my phone time and money

I have recently sent this to customer care,hope it won't take again 4 days to get a reply...
Any comments are welcome!

Dear Jesse,
Well your explication or plusnet methods are totally inacceptable.
You offer anytime call for 5£/months for 300minutes right?
Then what actually you do is highly incompetent.I calculate my usage carefully but if you put last month call to this months then actually you are stealing phonetime from me!!! Therfore money!
I loose see example
International call summary - 01/01/2011 to 31/01/2011
1
Date of call Number called Time of call Duration Cost
09/01/2011 XXX674410504 19:07:19 00:28:36 £0.00
07/01/2011 XXX674675196 21:52:17 00:29:30 £0.00
07/01/2011 XXX674675196 21:24:47 00:27:00 £0.00
01/01/2011 XXX674950656 16:07:12 00:29:36 £0.00
30/12/2010 XXX612222575 20:31:58 00:28:42 £0.00
TOTAL: £0.00
* Queried call"
"30/12/2010 003612222575 20:31:58 00:28:42 £0.00
28.42mins from Jan usage.
So how can that be possible that in Dec 2010 I carefully used phone time to be correct and not to get extra charge
and then I am starting january with 28 mins disadvantage?
I do not care how your system is delayed that is your company problem! I have used those minutes in December so it is unfair from plusnet to charge that in January!
Regarding the free phone issue;
My original contract was evening and weekend calls 300min usage for free.
You offered me that service to get my attention and business.
Then end december plusnet changed its business strategy and simply cancelled it out from the possibilities.
So plusnet turned around on the original business offer! I have lost 300mins evening and weekend calls!
Plusnet has simply stolen a part out of my contract!!!
Then I decide to stay with you and pay 5£ for anytime calls up to 300 mins and you start the new year with stealing 28mins!!
How is this for a court case?
I would really love to talk to your director about this.
Preferably this then my solicitor calls your company lawyer...
I have spoken to OFCOM. You are breaching the original contract.
Awaiting your position on this matter.
Norbert

UPDATE!!!
International call summary - 01/01/2011 to 31/01/2011
1
  Date of call Number called Time of call Duration   Cost
16/01/2011 XXX623452268 10:11:30 00:13:00   £0.00
16/01/2011 XXX623452268 09:39:04 00:32:06   £0.43
14/01/2011 XXX52430022105 11:07:55 00:14:36   £0.00
13/01/2011 XXX674446722 18:25:20 00:29:18   £0.00
12/01/2011 XXX674675491 19:19:20 00:28:54   £0.00
09/01/2011 XXX674410504 19:07:19 00:28:36   £0.00
07/01/2011 XXX674675196 21:52:17 00:29:30   £0.00
07/01/2011 XXX674675196 21:24:47 00:27:00   £0.00
01/01/2011 XXX674950656 16:07:12 00:29:36   £0.00
30/12/2010 XXX612222575 20:31:58 00:28:42   £0.00
  TOTAL:   £0.43
I have accidentally overshot a call with 2mins 6sec.
The charge is there immediately.
I thought PN was better then the others. Illusions...
43pence is almost 10% of the monthly 5£. all this for 2mins 6 sec.
Quite expensive this cheapest provider in the UK  Crazy
adie:green removed some bits of phone number as this is a public forum]
13 REPLIES 13
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Stealing my phone time and money

Welcome to the Forum
1 how long have you been a PN customer?
2 PN sent all customers an e mail about the 3rd Dec giving 30 days notice of change in terms and condition
3 what is your billing date, mine is the 23rd, so a call on the 30th Dec I would expect to see in January bill
Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Re: Stealing my phone time and money

Hi Pierre,
I have no idea when is the date sorry.
They have told me that it counts from 1st day of the month until last day of the month...
I have joined them in August. Yes I have been informed ahead.
I have questioned them about the 1 sided change of contract.
Never got any reply... Shocked
Internet excellent! Customer care 9 out of 10!
Much better then any others in the UK! but there is a but with thos phone thingy...
Why can't things be simply good why is there always a disappointing catch?
smiffyb36
Grafter
Posts: 81
Registered: ‎11-05-2010

Re: Stealing my phone time and money

I think pierre hit the nail on the head with your main issue, billing does start from the first day of the month, your billing month, not 1st Jan, 1st Feb etc. so this explains the percieved overrun of minutes into the different months.
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Stealing my phone time and money

you have been paying your bill since August and you dont know when - beggers belief
but look here it clearly shows you https://portal.plus.net/view_my_broadband_usage/index.php?&strAction=PERIOD
or here for each period start https://portal.plus.net/my.html?action=view_transactions&s=0
Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Re: Stealing my phone time and money

Well you are not the kindest whoever you are on this site but still deserves a reply...
1st Beggars belief correctly  Grin This is a mishearing of "It beggars belief," in which "beggars" is a verb.
arrogant accusation  Undecided
2nd the link provided is my internet usage...nothing to do with the question! Incompetence  Sad
3rd another link/billing dates shown there so what?
I still don't know how and why PN calculates phone date from one months to the another.
If billing date from 1st then bill me for that period and sort out internally that I am billed for the correct usage.
If you have delays that is your problem!
How can I calculate my usage correctly if PN's count is delayed and faulty?
Instead being arrogant and incompetent try become helpful in normal terms!
or is that simply this way because you have French origin?  Shocked
Bruce47
Grafter
Posts: 124
Thanks: 5
Registered: ‎23-09-2010

Re: Stealing my phone time and money

Quote from: Norbee
2nd the link provided is my internet usage...nothing to do with the question! Incompetence  Sad
The internet usage screen tells you when your billing month starts and ends
Mand
Grafter
Posts: 5,560
Thanks: 2
Registered: ‎05-04-2007

Re: Stealing my phone time and money

Your billing month for calls runs from the 1st to the 31st of each month.
However, the call you made in December wasn't received and processed by us until the 1st of January. This is because call data is not passed to us by our supplier in real time (we usually get a report each day with the previous days calls but this can be delayed).
As a result of the above the situation you mention can and does happen with calls that are made towards the very end of a billing period. Obviously in this situation we can't charge you in the previous months bill, so we add it to your current billing period.
The Ofcom rules allow us to charge for calls (or any other chargeable service) on up to the 4th bill after the chargeable event.
With regards to the contract changes, you were given the 30 days notice we are required to give for detrimental changes. There is always going to be some bad feeling when changes like this are made, particularly for new customers, but this is always going to be the case. We do have to make these decisions from time to time for commercial reasons, but our phone product is still competitive within the market.
I can't see that Ofcom would uphold a breach of contract claim when we are well within the rules that they themselves have set.
gswindale
Grafter
Posts: 942
Registered: ‎05-04-2007

Re: Stealing my phone time and money

You are lucky you're not with BT for your phone!
I had problems with them a while back when we'd only been making free calls during several months billing periods - they were unable to show me any of them on the bill.  When we finally made a chargeable call; it turned up about 3 months later along with a summary saying calls for the period 14th August - 13th Sept which had calls dated May/June in only!
Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Re: Stealing my phone time and money

geoffstwin;
Thank you for the info  Smiley
That is why I left BT because they are a bunch of liars and took me ages to clarify the mistakes they have made.
When told them "then give me my money back" they have told me they won't but will take it out of my next bill...
So to force me to stay with them!
I told them there is no next month love  Grin good bye!
Small claims court's 1st letter settled the problem faster then a swift!
as to PN they are all saying the very same thing but just don't get my point  Sad
no worries there is plenty other provider to choose from when the time comes  Cheesy
Mand
Grafter
Posts: 5,560
Thanks: 2
Registered: ‎05-04-2007

Re: Stealing my phone time and money

There isn't another provider who wouldn't deal with call information in the same way. Even if you were with an LLU provider who maintained their own network this situation would still exist, because there are often other carriers involved.
I know you're unhappy with the situation, but there has to be a cutoff point somewhere.
Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Re: Stealing my phone time and money

Grin There will be!!!
jim:red All caps removed as per forum rules mod:end
Norbee
Grafter
Posts: 36
Registered: ‎19-01-2011

Re: Stealing my phone time and money

As of today:
funny I have tried to compare with the previous one...
International call summary - 01/01/2011 to 31/01/2011
1  2
  Date of call Number called Time of call Duration   Cost
28/01/2011 0036xxxxxxxx 17:44:37 00:04:48   £0.00
28/01/2011 0036xxxxxxxx 17:20:30 00:11:24   £0.00
26/01/2011 0036xxxxxxxx 19:33:05 00:01:00   £0.00
16/01/2011 0036xxxxxxxx 10:11:30 00:13:00   £0.00
16/01/2011 0036xxxxxxxx 09:39:04 00:32:06   £0.43
14/01/2011 0035xxxxxxxxxx 11:07:55 00:14:36   £0.00
13/01/2011 0036xxxxxxxx 18:25:20 00:29:18   £0.00
12/01/2011 0036xxxxxxxx 19:19:20 00:28:54   £0.00
09/01/2011 0036xxxxxxxx 19:07:19 00:28:36   £0.00
07/01/2011 0036xxxxxxxx 21:52:17 00:29:30   £0.00
  TOTAL:   £0.43
Very very odd!
[Moderator's note by Dick (Strat) Personal information edited out. Please remember this is a public forum.
Mand
Grafter
Posts: 5,560
Thanks: 2
Registered: ‎05-04-2007

Re: Stealing my phone time and money

Sorry, I'm confused.
What's odd?