Bill increase December 2019

[#1]

Hi, I am new to the forum asking a question as it is no longer possible to send a direct message to Plusnet via the website.  Also they were unavailable on Chat and would have lengthy wait on phone.  Does anyone know the address of Plusnet to write to with a query on my bill?  I received email from them saying my bill has now increased to £16.76 a month (from £14.49), but it seemed to relate to phone contracts.  I only have broadband not a phone contract with Plusnet.  Thank you.

[#2]

@De1 

Welcome to the forum. 😀

For clarity please be aware I am a fellow customer not a staff member so have no access to any of your personal account details.

However since you've posted here I  would expect a staff member with such access to pop in, probably within 24 hours to follow up this topic. That should provide a far quicker response to your query than attempting to write a letter.

[#3]

Hi there,

I’m sorry for the issues you’ve had contacting us to query your bill. 

Based on what you’ve said, it sounds like you’re on our broadband only package which was £14.49 prior to the 3rd December. 

From then we increased the price of this package to £16.49 and if your billing date isn’t also the 3rd of each month, we’ve pro-rated the increase. 

I hope this helps but feel free to post back if there’s anything further you’d need help with or clarification on.