Billed much higher amount after "broken account"
I decided to post here rather than call one more time because I am sick of spending time on the phone trying to resolve all the issues that arose after I moved home and this is the only option for reporting issues in writing.
I have been a customer of PlusNet since November 2020 on a 18-month fibre contract for £21.99/month. In May 2021, I moved homes and since then all hell broke loose. When I called to request the house move, I was given the option to sign a new contract or pay a fee of £65 to transfer my current contract. I decided to pay the fee to avoid changing my billing amount or extending my initial commitment.
After my move at the end of May, I received a message that the move "has broke the billing on the account" and that I should get in touch in order to not lose service. I did so and I set up a new account for 12 more months. After that, on top of being charged a cancellation fee (which I got a refund for after chasing PlusNet), receiving false notices of my line being taken over, over which I had to call customer support to make sure I am not going to lose service, reporting that I have not been receiving bills in accordance to my contract and being reassured that everything is fine, receiving a second router which I tried to return using one of the return bags (and ended up being returned to me), my bill is now £38.20.
To give more information, these are the bills I received over the last few months:
27/04/2021: £21.99 (proper billing amount)
27/05/2021: -£4.40 (assumed pro-rated return since the move was before the end of the billing period)
02/07/2021: £103.24 cancellation fee (adjusted for the return above to £98.84). I received a refund of £103.24 for this charge.
13/06/2021: £0 (At that point I asked why I wasn't charged properly. I was told the billing is fine, so I assumed I'd be charged in the future)
12/07/2021: £38.20 + a small amount for a phone call. I did not look into that bill as I just assumed it was covering the previous month, but looking into it is the line rental and unlimited fibre that I was charged for and not old charges.
12/08/2021: £38.20 !!!
At this point I have to ask what is going on with my billing and I would kindly request a detailed explanation of all the charges vs. what I actually owe PlusNet. I would also kindly request for my billing amount to go back to my contractual agreement of £21.99/month. Thank you in advance.
Re: Billed much higher amount after "broken account"
@elma Welcome to the forum.
If you don’t get a staffer response tomorrow morning try submitting a formal complaint on a ticket, see. https://www.plus.net/help/legal/complaints-code-of-practice/
Moderator and Customer
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