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Being overcharged after upgrading to Fibre

FIXED
philstoke
Dabbler
Posts: 11
Thanks: 2
Registered: ‎08-03-2013

Being overcharged after upgrading to Fibre

I saw an offer of upgrading to fibre in my account for £26.99, so I accepted it and on 28/10/2019 I was switched over, last week I had the normal email " your bill is ready to view" and upon reading it said the sum of £37.88.

I expected there to be a slight discrepancy in the amount for the first month as I was changing monthly costs from my broadband which was £29.98 to the offer of £26.99 for fibre, Not for it to shoot up to £37.88.

Last Friday I phoned up and was told they would sort it out for me but had to contact other departments and they would phone me back this Wednesday afternoon (why it would take 3 working days I don't know), but as I thought would happen I have not had any phone call even after especially staying in all day to get it sorted.

The money is supposed to be taken on 22nd and I did not want to have to chase up refunds.

Could somebody sort this out for me, Thanks

 

6 REPLIES 6
TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,456
Thanks: 364
Fixes: 122
Registered: ‎26-03-2018

Re: Being overcharged after upgrading to Fibre

Hi @philstroke,

I'm sorry to hear that you've experienced this issue. I've taken a look into your account today and raised a couple of queries for clarity over on a ticket, which can be viewed here. Once you've had the chance to respond, please could you let us know on here and we'll pick this back up for review as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
philstoke
Dabbler
Posts: 11
Thanks: 2
Registered: ‎08-03-2013

Re: Being overcharged after upgrading to Fibre

Hi I have replied to the question

Rgds Phil

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Being overcharged after upgrading to Fibre

Hi there @philstoke,

 

We'll be back in touch with an update for you tomorrow.

 

Thanks/.

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,456
Thanks: 364
Fixes: 122
Registered: ‎26-03-2018

Re: Being overcharged after upgrading to Fibre

Hi @philstoke 

Thanks for your patience. I've updated the ticket further this morning regarding this issue. I hope this has resolved your issue, however if you have any further queries or issues that you wish to raise with us then please don't hesitate to get back in touch.

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
philstoke
Dabbler
Posts: 11
Thanks: 2
Registered: ‎08-03-2013

Re: Being overcharged after upgrading to Fibre

Thanks for the quick response and solution ( unlike the person I contacted originally on the phone)

TheMightyAJ
Plusnet Help Team
Plusnet Help Team
Posts: 2,456
Thanks: 364
Fixes: 122
Registered: ‎26-03-2018

Re: Being overcharged after upgrading to Fibre

Fix

Hi @philstoke,

I'm glad to hear that you've found our solution acceptable. Should there be any further problems then please don't hesitate to get back in touch and we'll be happy to help.

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