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Additional Call Charges - Latest Bill

FIXED
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Additional Call Charges - Latest Bill

1E611BC0-18B0-42A7-B977-0609555BB9FF.jpegHi Plusnet,

Can someone please advise the “additional call charges” I have on my latest bill for £6.66 - see attachment.

I cannot see what this charge relates to? I have unlimited UK & Mobile calls and don’t appear to have made any chargeable calls as none appear to be listed on the bill.

Can someone please advise?

 

 

16 REPLIES 16
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

Hi there,

If you scroll down, on the next page of your bill you should see a breakdown of all call charges. Let us know if you've got any further queries. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Hi ,

No, there is no breakdown of what this £6.66 relates to hence why I am querying it with Plusnet.

Unless I’m being very stupid, all it says on the bill is “additional call charges”. It hasn’t appeared on any previous bill.

So again, can Plusnet tell me what this additional £6.66 is for?

Happy to send you a copy of the bill if that would help?
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

No problem, I'm not currently in the office this weekend however if you don't see a breakdown of your call charges on any of the 4 (I believe) pages on your bill, let me look into this for you when I'm back in the office tomorrow. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Hi @Gandalf,

I don’t see any breakdown of the call charges. I’ve checked and rechecked several times to make sure I’m not missing something obvious.

If you could take a look when you get a chance tomorrow, that would be very much appreciated.
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

Hi @Corsa No problem, I've had a look into this and I've created a support ticket on your account you'll be able to view by going here: https://www.plus.net/wizard/?p=view_question&id=198835505 I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Hi @Gandalf,

Thanks for sorting this promptly - Will use the 0800 number in future. Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

Not a problem, let us know if there's anything else you'd need help with.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Hi @Gandalf ,

Sorry for having to reopen this discussion, but I’ve received my next bill and this also has additional call charges of £30.26.

On this occasion I can see the phone numbers that the charges relate to (5 x calls to mobile numbers).

However I can’t understand what the charges are for? I haven’t exceeded 60 minutes per phone call?

Could you advise please?
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

Thanks for getting back to me @Corsa 

No problem and I'm sorry to see there are call charges on your bill. This is a bit puzzling, so I've passed this to our billing team for further investigation and created a new support ticket on your account Here.

This should get picked up within 3 working days and we'll let you know once we've looked into this further.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Thanks for the quick response @Gandalf, it is much appreciated.
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

No problem, we'll get to the bottom of this for you. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Grafter
Posts: 29
Thanks: 5
Registered: ‎17-12-2017

Re: Additional Call Charges - Latest Bill

Hi @Gandalf,

Is there any update on this please?
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
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Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

There's no update yet but I'm chasing this up for you now

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 17,979
Thanks: 5,726
Fixes: 963
Registered: ‎21-04-2017

Re: Additional Call Charges - Latest Bill

Fix

Hi @Corsa I've just added a reply to your ticket 199732372 now. We've identified what the issue is and raised this to the relevant team to fix and I've refunded what you we owe you as well. I'll also monitor your account until the issue is resolved and make sure we provide another refund if needed.

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