Being charged twice for mobile calls!

[#1]

Hi PlusNet,

Just received my latest bill and I see I'm being charged twice for mobile calls - an extra £3 a month. Please see attachment.

I changed my call plan last month from Anytime Intl 300 at £8 a month and 100 Mobile Minutes at £3 a month to Unlimited UK & Mobile Calls at £8 so I should now just be paying £8 a month for my phone package.

Can you rectify this asap please?

It's disappointing that once again after a change to my phone and broadband package, the next months bill is inaccurate.

[#2]

Hi @Corsa, sorry to hear about this and the previous billing issues you have experienced. I have reviewed your bill and have provided you with an update here

[#3]

Thanks @Satss for the quick response. Will the refund happen automatically once the bill has been paid or will I need to contact plusnet again? I think the direct debit for payment is next week.

[#4]

Hi @Corsa, I can keep an eye on your account for your payment. Once its been made I'll arrange the refund so that you don't need to get in touch.

I'll escalate your ticket to my work queue now and check back on it next week

I hope thats ok for you

[#5]

That would be great @Satss, thanks!

[#6]

No worries @Corsa I've done that for you now.  I'll leave you an update next week when your refunds been done.

[#7]

Just had my new bill for July and it looks like I'm being charged again for another £3 this month?

Could someone please have a look at my bill and confirm please?

[#8]

Hi @Corsa, I'm really sorry to see this has happened again.

I've made sure another refund has been issued for the erroneous £3 charge and have also applied discounts moving forward to offset this charge as it appears we're unfortunately currently unable to remove this part of the call plan from the account. Apologies for any inconvenience this has caused, however the billed amount should be correct moving forward.

I hope this helps.

[#9]

Thanks @HarryB, much appreciated.

[#10]

No problem @Corsa, let us know if there's anything else we can help with.