Bill is charging more than contract price

[#1]

On 13th April 2025 took out new 2 year contract at a price of £24.99

I received an contract summary email  with the following information

Monthly costs
Broadband Package
Unlimited £0.00 a month
From 31 March 2026 £3.00 a month
From 31 March 2027 £6.00 a month
At the end of your minimum term your price will increase and we will write to
you in advance to tell you what the new price will be. Our standard prices are
set out in our price guide
Line Rental
Line Rental £24.99 a month. At the end of your minimum commitment period
your price will increase and we will write to you in advance to tell you what

the new price will be. Our standard prices are set out in our price guide
Call Plan Line Only £0.00 a month
Total Monthly Costs £24.99
* If you're due a discount, you'll see this on your bill

On the 13 May I received an email saying my bill was ready and £28.63 would be taken from my account.

I rang Plus Net on the 13 May, and informed them they were overcharging me, After a long call in which the call handler contacted his supervisor, I was inform a discount hand not been applied to my bill and that I would only be charged the agreed contract price of £24.99 and not £28.63.

Today £28.63 was taken from my account and ,looking at my account, future bills appear to be £28.63.

How do I sort this out?

[#2]

Hi  @mempnet 

Apologies for the issues you have been experieincing in respect of the billing of your account.

The discounts applied by my colleague will take effect from the next billing date. I have processed a credit to offset the overcharged amount from the previous bill.

Should you have any further queries then please do not hesitate to reach out.

Many Thanks

Lee

[#3]

I received a new bill this morning and it shows a £3.64 adjustment which I assume is for the previous months over payment.  The bill is still showing a monthly line rental charge of £28.63 and not £24.99 that I signed up for. I would be grateful if you could sort this out.

[#4]

Hey @mempnet,

I noticed that the discounts on our end were still pending and seem to have gotten stuck. I have made some changes, and they will be applied to your next bill date. However, I will follow up to find out why they got stuck in the first place.

Sorry for the inconvenience