Bill wrong for last 7 months, now billed for 6 months line rental.

[#1]

Dear Plusnet,

My bill has been wrong every month for the last seven months, since I cancelled YouView TV (because it didn't work).

I received a message (Ref; question 187748017) on 17 March saying that the issue is fully resolved. This question closed automatically before my April bill was generated.

I received my 17 April bill this morning. It contains charges for 6 month's line rental, no charges for broadband service and amounts to £84.65. Not only is it wrong, but you are now charging me for line rental that I have already paid.

In the reply to the above question a link to your complaints code of practice was provided along with the contact details of the Ombudsman. I will be contacting them because this is now beyond a joke.

The 17 April bill says that £84.65 will be taken by direct debit on 25 April. I will not pay this - please ensure that the bill is corrected immediately or I will cancel the direct debit. If this leads to my service being terminated then I will go elsewhere. After many years of good service with Plusnet I have now had enough of phoning/emailing every month to simply pay the correct amount for the service received.

[#2]

Hi @milesr3 

I'm very sorry to see this. 

I've looked into the most recent invoice and things do seem to be incorrect - I unsure why you have been charged multiple line rental and broadband subscriptions. 

I've raised this as a complaint ticket and send it to our billing team to investigate and advise on accordingly. 

As soon as we get an update, it will be shared with you. 

Kind Regards, 

MoR

[#3]

I looked again at my bill this morning and just realised that I was only looking at the first page - there are actually 14 months of line rental and broadband charges on it!!!

Thanks for raising the complaint ticket, but no one has responded after 2 days. Is there any way to escalate this?

[#4]

@milesr3,

I've put this through as an escalation for you. Just an FYI the billing team aren't in until Tuesday now due to the bank holiday period so I wouldn't expect a response until then I'm afraid. 

[#5]

Let's hope that they pick it up quickly on Tuesday then, because the direct debit is getting cancelled on Wednesday.