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Billed £55 Last Month!

Dom
Grafter
Posts: 277
Registered: ‎09-03-2010

Billed £55 Last Month!

Hi all,
I was informed today by the grumpy bill-payer that we were charged £55 for our intertubes last month. Checking our account, we used 37.12GB out of 40Gb between 21st October and 21st November.
Can someone please explain what happened, and refund the excess (or give us credit, or whatever)?
If it helps, I only upgraded our Pro account from the standard 20Gb to 40Gb last month, so maybe that has something to do with it. That's an extra £15 on top of the £19.99 making the total monthly bill £34.99, which is what it told me on the site when I added the extra usage. So £55 was a bit of a shock!
Cheers!
7 REPLIES
Bruce47
Grafter
Posts: 120
Thanks: 5
Registered: ‎23-09-2010

Re: Billed £55 Last Month!

Have you looked at your invoice to see what the £55 is actually for?
https://portal.plus.net/my.html?action=view_transactions&s=0
Highlighted
Dom
Grafter
Posts: 277
Registered: ‎09-03-2010

Re: Billed £55 Last Month!

Actually I hadn't, but this is what it says:
Qty Description Unit   VAT   Gross
1 Account Billing (2010-11-21 to 2010-12-20) £17.01 £2.98 £19.99
1 40GB Included Data Transfer Charge From 21/11/2010 £12.77 £2.23 £15.00
1 0GB Additional Data Transfer Charge Until 21/11/2010 £4.60   £0.80 £5.40
1 Include Data Transfer Upgrade Charge On 21/11/2010 £12.77 £2.23 £15.00
The first two items make sense, as that's what the website said when I upgraded to 40Gb from the standard 20Gb (£19.99 for Pro, and then an additional £15.00 for an extra 20Gb) but I'm not sure about the last two items. Why have we been charged £4.60 (plus VAT) for using "0Gb Additional Data Transfer"? Also, since when was there a £15 "upgrade" charge? I don't remember seeing anything about that when I added the additional 20Gb...
Thanks.
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: Billed £55 Last Month!

Dom,
There's little doubt that those last two items on the bill are incorrect, I've actioned a refund of £20.40, this should reach your account within the next 7 to 10 working days.
I'm going to investigate what might have happened with the invoice so bear with me and I'll come back to you ASAP.
Apologies for any inconvenience.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Dom
Grafter
Posts: 277
Registered: ‎09-03-2010

Re: Billed £55 Last Month!

That's awesome, cheers Adam. I didn't think the last two items were right somehow!
If it helps at all, when I added the additional 20Gb to our Pro package we were actually over our monthly limit that month, and £3.60 was added to our bill that month for an extra 4Gb usage. But then I added another 20Gb to our package, so we were then under our new limit and one of your guys removed the extra charge from our account. Looks like it wasn't removed after all!
Anyways, thanks again for your help.
Smiley Smiley
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: Billed £55 Last Month!

No problem Dom,
Yes it looks like it was a mistake that was made when we handled this originally, sorry this was overlooked.
Adam.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Dom
Grafter
Posts: 277
Registered: ‎09-03-2010

Re: Billed £55 Last Month!

No worries. Have a cookie.
Plusnet Help Team
Plusnet Help Team
Posts: 13,724
Thanks: 265
Fixes: 76
Registered: ‎27-04-2007

Re: Billed £55 Last Month!

Why thank you (nom!) Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team