Billing Errors
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- Re: Billing Errors
Billing Errors
11-09-2018 3:49 PM
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If there is any member of Plusnet support staff monitoring this forum I would be grateful if he/she could look at a couple of accounts for me.
I am authorised to look after my elderly father's account. His bill was due on 10th September and was generated last night. He pays £2.99 for his broadband (£10.99 less £8 discount). However, no discount is shown so the bill total is £8 too high.
My own bill was due on 1st September but so far no bill has been generated. No DD has been taken either. I was hoping to change my billing date so this might actually suit me but I am concerned that my account has somehow fallen off the system which might result in problems later.
Re: Billing Errors
11-09-2018 5:18 PM
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Re: Billing Errors
18-09-2018 8:44 AM
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Re: Billing Errors
18-09-2018 9:07 AM
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Re: Billing Errors
19-09-2018 6:51 PM
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Hi @LaurenB,
Re Question #182530818
My bill, due on 1st September, has now been generated. As you feared the discount has not been applied so I will be over-charged.
Please can you arrange a refund and let me know when I am likely to receive it. Also can you assure me that the October bill will be correct or do I need to continue to be vigilant?
Re: Billing Errors
20-09-2018 5:54 PM
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Hello @idxPN,
Thanks for getting in touch. The issue is still being investigated by the correct team and as soon as we know more, we will get back to you.
Re: Billing Errors
26-09-2018 10:38 AM
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Hi @SammyM,
Another week has gone by and the over-charge has now hit my bank account. Any news on when I can expect a refund and whether the October bill will be correct?
P.S. My elderly father has now received a refund cheque in the post in respect of the error on his account so thanks for getting that one sorted - he was a little irritated that the refund was not directly to his bank account as he will now have to find somewhere to pay it in but I expect the exercise will do him good! I presume your new system does not support electronic refunds?
Re: Billing Errors
26-09-2018 6:08 PM
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Re: Billing Errors
27-09-2018 4:10 PM
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Thanks for initiating a refund for the over-charge on my account. I will mark this issue as fixed when I receive it. Also thanks for your assurance that my October bill will be correct - that is good to know.
Re: Billing Errors
27-09-2018 4:14 PM
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No problem @idxPN. Please get back to me if you have any further problems as I will be happy to help.
Re: Billing Errors
17-10-2018 9:03 AM
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I started this thread in early September after my father was overcharged and my own bill failed to generate. After the intervention of the Support team my bill was finally produced 19 days late but was also incorrect.
Both my father and I have now been refunded and I was hoping to mark this issue fixed but I am now concerned about October's bills.
My father's bill was due on October 10th but has not been generated yet. I was able to change my billing date to the 14th but it has not been generated either.
Both my father & I have received emails advising that our bills will be delayed by a few days but does a few days mean a week or more?
Re: Billing Errors
17-10-2018 12:06 PM
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Re: Billing Errors
18-10-2018 4:02 PM
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Hi @OskarPapa,
I have read the ticket you have raised and see that you are going to monitor my account because changing the billing date caused it to be suspended. However, I also mentioned my father's account (which I am authorised to look after) and it was due a bill on 10th October (so 8 days late now) and there has been no change to the billing date on that account - so please could you take a look at that account also.
Re: Billing Errors
18-10-2018 6:41 PM
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Hi @idxPN,
I'm sorry but Lauren who you initially PM'd your fathers account username to has gone home for the day. Would it be possible to PM me the details again so I can get this looked at straight away for you? I'm in until 10pm tonight. If I don't hear anything before then Lauren is back in the morning so we can chase it then for you.
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