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Billed Twice For Line Rental

quelquod
Aspiring Pro
Posts: 537
Thanks: 64
Registered: 31-07-2007

Billed Twice For Line Rental

I've had Line Rental Saver for the past year. I renewed it a few days ago before it had expired. Payment taken from my card immediately.
Today my bill for this month includes, you've guessed it, a charge for line rental.
Must have installed BT's billing system - take the cash first and argue later!

Democracy - 3 wolves and a lamb voting about what to have for lunch!
16 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Billed Twice For Line Rental

Hi quelqod.
Really sorry for this. I'm not sure why the contract didn't start.
I have given it a nudge now, and the 12 months contract will take effect as of your next billing month.
With regards to this bill, I'll refund the difference to make it reflect that you paid £11.49 this month (the equivalent of the LRS price). In effect this means you'll get 13 months at the cheaper rate.
Thanks,
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
quelquod
Aspiring Pro
Posts: 537
Thanks: 64
Registered: 31-07-2007

Re: Billed Twice For Line Rental

Thanks for sorting it out Matty!
You haven't really installed BT's billing software have you?  Wink
Democracy - 3 wolves and a lamb voting about what to have for lunch!
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Billed Twice For Line Rental

Our billing system has been around longer than BT's ownership has!
That's why a new system will be coming in shortly to eradicate anomalies such as this  Wink
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
gofaster
Rising Star
Posts: 367
Thanks: 12
Registered: 01-08-2007

Re: Billed Twice For Line Rental

Quote from: MattyC
this means you'll get 13 months at the cheaper rate.

Or, looking at it another way, you are locked in for 13 months  Undecided
quelquod
Aspiring Pro
Posts: 537
Thanks: 64
Registered: 31-07-2007

Re: Billed Twice For Line Rental

Quote from: gofaster
you are locked in for 13 months  Undecided

Obviously though, since I've just bought a year's line rental I'm not planning to leave anytime soon  Wink
Democracy - 3 wolves and a lamb voting about what to have for lunch!
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Billed Twice For Line Rental

Hi,
gofaster does raise a good point. So if you do want to leave at the 12 month mark then either let me know, or refer the agent to this thread.
I'll also stick a note on your account.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
DJ1UK
Grafter
Posts: 69
Registered: 14-04-2007

Re: Billed Twice For Line Rental

Hi
Sorry to hijack the thread.. but same has happened to me today too.
Raised ticket #92179612 to investigate.
Could be a start of a tidal wave if a lot of customers are in the same position  Tongue
J.
MattyC
Champion
Posts: 3,192
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Registered: 10-04-2014

Re: Billed Twice For Line Rental

Hi J,
Thanks for flagging this up. I've started collecting these examples to see if we can attribute the source of this.
I'll do exactly the same for you as I did with quelquod. So expect a small refund, and the issue to be resolved for you by next month.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
DJ1UK
Grafter
Posts: 69
Registered: 14-04-2007

Re: Billed Twice For Line Rental

Great, thanks.
newagetraveller
Aspiring Pro
Posts: 446
Thanks: 53
Registered: 03-08-2012

Re: Billed Twice For Line Rental

It's not a new phenomenon Matty.
The exact same thing happened to me (and others, I think it was only affecting some accounts) last year when I renewed LRS. The actual problem with the double billing wasn't resolved but the outcome was favourable and very well handled by PN. Smiley
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MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Billed Twice For Line Rental

My concern is that there may be a new wave, which is my main reasoning for collecting examples again.
Glad to hear we came to an amicable solution though  Smiley
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
simonj
Dabbler
Posts: 19
Registered: 12-10-2011

Re: Billed Twice For Line Rental

I have noticed today that I have also been billed £15.95 even though I have renewed the Line Rental Saver before it expired on 28th Sept. The charge is showing up on my bill as an Evening and weekends call charge, so it looks like there's some mix up with billing. It's not the first time this has happened. I had the same problem a year ago.
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: 03-02-2014

Re: Billed Twice For Line Rental

Hi simonj,
Sorry that we seem to have billed you for Line Rental when you paid LRS!
It seems that the LRS contract didn't activate as it should've today so it's generated a bill for Line Rental. I've manually activated the contract today and I'll refund the difference to you. Sorry for any inconvenience caused.
quelquod
Aspiring Pro
Posts: 537
Thanks: 64
Registered: 31-07-2007

Re: Billed Twice For Line Rental

Quote from: MattyC
With regards to this bill, I'll refund the difference to make it reflect that you paid £11.49 this month (the equivalent of the LRS price). In effect this means you'll get 13 months at the cheaper rate.

Well this month's bill seems correct so the Line Saver must have been activated now, thanks.
I don't see any mention of the refund though Matty - have I missed it somewhere else?
Democracy - 3 wolves and a lamb voting about what to have for lunch!