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Another double charge query

FIXED
Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Another double charge query

I've just got an email about my next direct debit, and it's double the usual amount. I've checked the bank, and all payments have been made, but my account is showing no 'Paid' logo next to the last bill.

Please could you look into this for me as well.

Cheers

 

Andy.

Andy
14 REPLIES 14
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Another double charge query

Hi @Wildroverandy, thanks for your post.

 

We're sorry to hear of your billing issues and for our delayed response.

 

At the moment, we're awaiting the billing section of the account updating and so are unable to view the bill in question until it updates.

 

I expect that it'll update over the course of today, if not early tomorrow and so I've noted your account down and will check it immediately I arrive into the office tomorrow at 13:30.

 

As soon as I've been able to review the bills, I'll update you here.

 

Thank you for your patience in this matter.

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Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Re: Another double charge query

Many thanks Owen, I'll keep an eye on that.

regards

Andy
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Pro
Posts: 1,126
Thanks: 157
Fixes: 3
Registered: ‎03-12-2016

Re: Another double charge query

@Wildroverandy

 

Has this double charge issue been resolved ?

Did @OskarPapa get back to you ?

 

Or is plusnet just hoping people stop asking about it?

 

 

https://www.ofcom.org.uk/about-ofcom/latest/media/media-releases/2017/plusnet-fined-880,000

 

Show us ONE just ONE real, defined benefit for the British public from Brexit

Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
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Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Re: Another double charge query

Hi @RobC

Thanks for the reminder, I'd actually forgotten about this (must be age Huh)

 

Well, I don't know. My web login shows it as a £12 bill of the 20th Feb, but my mobile App shows a £6 bill of 21st Feb.

So, I guess we'll see, it'll either be £6, £12, or maybe even £18 Knuppel

The previous bill is now showing as 'Paid' though, so perhaps it has been fixed.

(and no, I didn't hear anything more)

Cheers.

Andy
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Plusnet Help Team
Plusnet Help Team
Posts: 16,834
Thanks: 5,144
Fixes: 866
Registered: ‎21-04-2017

Re: Another double charge query

Hi Andy, I think there may be some confusion here as I suspect my colleague was referring to your broadband account but from what you've said in the latest post it looks like you're querying your mobile bill?

Could you PM me your account number so I can check this over?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Re: Another double charge query

Yeah, that's why I posted it in the Mobile forum!

Cheers

Andy
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Plusnet Help Team
Plusnet Help Team
Posts: 16,834
Thanks: 5,144
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Registered: ‎21-04-2017

Re: Another double charge query

Apologies again for any confusion, if you can PM me your account number I'll be happy to look into this.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Re: Another double charge query

No worries, thanks for looking into this. PM sent.

Andy
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Plusnet Help Team
Plusnet Help Team
Posts: 16,834
Thanks: 5,144
Fixes: 866
Registered: ‎21-04-2017

Re: Another double charge query

Fix

Cheers for the private message, I'm doing some digging trying to figure out what's happening on your account and I'll post/message you back once I've got some clarification.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
Posts: 19
Thanks: 3
Registered: ‎26-11-2016

Re: Another double charge query

Thanks to Anoush for sorting this out.

It did take jumping through hoops of fire to get it done though.

And, although resolved to financial satifaction, I'm not convinced we got to the root cause of the problem, so hopefully it won't happen again.

Regards

Andy
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Plusnet Help Team
Plusnet Help Team
Posts: 1,505
Thanks: 143
Fixes: 65
Registered: ‎06-08-2018

Re: Another double charge query

Hey @Wildroverandy,

Glad to hear its sorted! Let us know if there is anything else we can help you with.

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


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Pro
Posts: 1,126
Thanks: 157
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Registered: ‎03-12-2016

Re: Another double charge query


@Wildroverandy wrote:

Hi @RobC

Thanks for the reminder, I'd actually forgotten about this (must be age Huh)


@Wildroverandy 

🙂

 

So @Gandalf sorted it after

@OskarPapa 

* didn't get back to you

* didn't resolve it

* and apparently didn't even look at the right account - if any

 

knuppel2.gif

 

 

Great that it seems to be solved now though ...

Shows it can be done

 

Has the PN call center manager been sacked yet?

If not, why not?

 

 

 

 

Show us ONE just ONE real, defined benefit for the British public from Brexit

Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
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Hooked
Posts: 6
Thanks: 3
Registered: ‎14-03-2019

Re: Another double charge query

Hello would you be able to help me with my double charges on my mobile bills
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Plusnet Help Team
Plusnet Help Team
Posts: 16,834
Thanks: 5,144
Fixes: 866
Registered: ‎21-04-2017

Re: Another double charge query

@Sparklynova, I'll add a reply to your thread shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team