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Anytime call plan issue - still being charged for calls

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Rising Star
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Registered: ‎20-04-2020

Anytime call plan issue - still being charged for calls

Hi

I am supposed to be on PlusNet Anytime calls plan but having now been at last again been able to access the billing portal see I am still being charged for calls. Even through You show my account as having Anytime calls on my Phone plan.

Can this please be fixed/corrected

12 REPLIES 12
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Hero
Posts: 4,529
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Registered: ‎24-02-2012

Re: Anytime call plan issue - still being charged for calls

Are all these calls 60 minutes or less, to 01,02,03,0870 or 0845 numbers?

John
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Registered: ‎20-04-2020

Re: Anytime call plan issue - still being charged for calls

yes they are! all less then 60 mins each. This is a *billing* issue.

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Hero
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Registered: ‎24-02-2012

Re: Anytime call plan issue - still being charged for calls

OK, no need to shout - I'm only trying to help. You are being charged for the Anytime Calls package?

John
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Hero
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Registered: ‎30-07-2008

Re: Anytime call plan issue - still being charged for calls

@wakeman Have you had the plan for long?

I just ask as call packages don't come into affect until the next billing date.

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Hero
Posts: 4,529
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Registered: ‎24-02-2012

Re: Anytime call plan issue - still being charged for calls

Thanks, @198kHz . I should have asked three more questions of the OP (1) When did you take out the call plan? (2) When were the calls made (3) when is your billing date?

John
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Re: Anytime call plan issue - still being charged for calls

@jab1 I was not shouting at you. I know all about the 60 min limit on calls and then re-dialling.

 

My account say the Anytime plan is supposed to be active, but my viewing of the calls (all under 60 mins (most under 5 mins) on the billing portal shows them as charged for calls.  The next bill is overdue to an issue with the billing portal which is now fixed. Its just need a Plusnet support person to investigate why all calls after my Anytime service started are being charged for.

The plan went active 10th April and all calls are showing as charged for after that date right up to yesterday. They should not be showing as charged for in the billing system.

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Hero
Posts: 4,529
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Registered: ‎24-02-2012

Re: Anytime call plan issue - still being charged for calls

@wakeman I'll leave it to PN to sort.

John
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎02-05-2017

Re: Anytime call plan issue - still being charged for calls

Hi @wakeman, thanks for getting in touch

 

I'm sorry for the issues you've had with your call plan. I've taken a look into this for you and provided an update here

 

Regards

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
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Registered: ‎20-04-2020

Re: Anytime call plan issue - still being charged for calls

@abails0105 

This is still *not* fixed.

I never marked this thread as fixed. Nor did I give it a thumbs up.

I am still be charged for phone calls when i should not be. How long is my account being "suspended " for, when will Billing fix the issues.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎09-03-2020

Re: Anytime call plan issue - still being charged for calls

Thank you for contacting us, I can see that my colleagues have responded to your query Here.

 

I am sorry for the inconvenience.

 

Jo

 Jo Clark
 Plusnet Help Team
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Re: Anytime call plan issue - still being charged for calls

@panda25 

With respect, no new update since 13 May. I am still being billed for calls despite now being on Anytime calls package.

Its also showing as using my calls allowance under Phone.

It will not be happy if I am charged for these calls, and then have to claim the money back a month later due to your broken systems.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎30-03-2020

Re: Anytime call plan issue - still being charged for calls

@wakeman I am sorry but we do not have an update on the matter, our incident management team are aware about the issue and in the mean time we have stopped billing you to ensure you are not charged incorrectly. - Noor

 Noor
 Plusnet Help Team