Billed more than the contract rate negotiated with the retention team

[#1]

After recently receiving emails about changes to your charges I decided to review my bills. I then discovered you are still charging me incorrectly. Also the refund shown on my September 2019 bill, “Refunds -£14.00”,  was taken back, “Refund Payment £14-00”, on the same bill under “Other items:”. Net result, No refund!

The above refund, that wasn’t, was due to my contract renewal, via the retention team, stating that my Unlimited Fibre Extra would cost £8.99 per month, where as you are charging £15.99. You are still overcharging me at £15.99 per month since June 2019 instead of the contract agreed rate of £8.99 (see Question #191445118).

Please could you adjust my payment for the remainder of my 18 month contract and refund me the overpayment on the bills July 2019 thru April 2020, 10 months - £70!!

So I’m expecting my bill to show..

Plusnet Anytime £8.00

Voicemail £0.00

Caller Display £0.00

Line Rental £0.00

Discount -£1.00

Unlimited Fibre £8.99

Making my new monthly Direct debit £15.99

Note: I have Line Rental Saver.

Many thanks,

[#2]

Hi @FibreMike,

I'm really sorry to hear that this has occurred. I've taken a further look into the account today and raised a response via a new complaint ticket, which can be viewed here.

Once you've had a chance to read and respond then please let us know and we'll pick this back up for review as soon as possible.

[#3]

Thanks for the quick response.

I've read the ticket and your solution sounds like the safest approach in these lock-down times. Creating a new account I could see potentially resulting in a loss of service which would make me very unpopular in the household. I will mark this as fixed if the May bill is correct.

Many thanks for your help.

[#4 · Accepted solution]

Hi @FibreMike,

Thanks for getting back to us. Just posting to let you know I have updated the ticket on your account with a further response. I'm monitoring the ticket personally and once you've responded again I'll pick this back up for review as soon as possible.

[#5]

Thanks for your help. Everything is now looking OK. The May bill was the right amount and I have received the cheque. Many Thanks.