Billing Troubles

[#1]

On 7th of February I phoned Plusnet Support regarding notification of an invoice for £15.99 rather than the usual £7. The gentleman to whom I spoke explained that my 18 month introductory offer with Plusnet had come to an end and that I should have, but hadn't, received advance notification of this in order to have time to negotiate a new agreement. He passed me to [CSA Removed] (Sales&COT Analyst) who arranged a new 18 month contract for me at a reduced rate of £9 a month (£11.99 discount for Unlimited Fibre Extra with telephone rental paid separately in advance).Question 187271520 was raised but I heard no more but did receive a copy of the agreement confirming the net £9 rental on the new 18 month agreement.

On 7th March I received a convoluted invoice for £25.81 and not the agreed £9. I phoned Plusnet Support and the gentleman to whom I spoke said that there been some confusion with the invoicing and that everything would probably be sorted out retrospectively on the next bill.

On 7th of April I received an invoice for £20.99 and again phoned Plusnet Support and spoke to [CSA Removed] who immediately agreed that the £11.99 discount had not been applied since 7th February and sent a copy of his email to Billing as well as to myself. Question raised 189103307. [CSA Removed] (Sales&COT Analyst) asked [CSA Removed] for clarification of what Billing needed to do and [CSA Removed] (CSC Analyst) commented one minute later "Closing this ticket as the issue is no existence" - whatever that means!!!!

On 7th May (today) I have received notification of Plusnet's intention to take another £20.99 off me later this month.

With so many Analysts on the payroll how difficult can it be to review the last 4 invoices and to credit the £11.99 discount which has never been, but which should have been, applied. I have received nothing but great courtesy from Plusnet Support, but between Support and Billing something is going drastically wrong!! I really can't face going over all of the above yet again on the telephone and hope that someone on this Forum might be of assistance.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

Hi @Bill2

I'm really sorry to hear this. 

I have added a discount of £11.99 onto the remaining months of your contract. 

We need to see if this sticks and takes effect next month. I am going to take this on as a personal case and monitor it for you, unless I require some assistance from our Billing Deprt. you should not have to deal with anybody else apart from myself.

I have also applied 2 lots of £11.99 credits on your account to cover the incorrect bills previously. 

Please accept my apologies for the issues you have faced. 

A ticket stating this which will be used to follow up on this issue can be found here

Thanks, 

MoR

[#3]

Dear MoR

Thank you for the speed of your response (especially at this time of night) and for the offer of personal monitoring - if only the Billing Dept were equally impressive! I certainly appreciate your involvement and hope that the £11.99 discount does indeed stick to future billing. It is nice too to know who to contact should things not work out as planned.

[#4]

No worries @Bill2 

I've put this in my notes to check on on your next billing date. 

Kind Regards, 

MoR

[#5]

@Bill2 I phoned Plusnet Support and the gentleman to whom I spoke said that there been some confusion with the invoicing and that everything would probably be sorted out retrospectively on the next bill.

Dont hold your breath

[#6]

Dear Master of Reality,

Wasn't sure of procedure for replying so added the following  on to the end of ticket:
Thank you for the 2 credits of £11.99 which are shown on my latest invoice of 7th June and this corrects the earlier April and May mistaken invoices. However, unless I am reading the current invoice wrongly, I am now being given a discount of only £9 rather than the agreed £11.99. You wrote that you had amended all future invoices to show the correct discount and I would be grateful if you could check that this will indeed now be shown as £11.99 and not the current £9.
If I could refer you also to the invoice of 7th March, which I find a bit confusing. Does this not also assume that I am due to pay the full amount of £20.99 rather than the agreed £9 (after discount)??.
I certainly appreciate you taking a personal interest in this matter and feel that we are now working, gradually, towards an acceptable resolution.
With thanks,
Bill

[#7]

Hi @Bill2

Thanks for getting back in touch regarding this and I am sorry if there has been any further queries on your invoices.

I can see that @MasterOfReality is monitoring your account regarding this issue so I have sent an email to him to get in touch tomorrow as he is now out of the office.

[#8]

Hi @Bill2

I've received Warwicks message. 

Sorry things don't seem to have gone smoothly - i'll take a look at this today and update you accordingly. 

Kind Regards, 

MoR

[#9]

Little at Pnet and billing goes smoothly these days except for the apologies.

If it goes wrong this time raise a formal complaint seek deadlock because they cannot guarantee any date when it will work and go to Ombudsman Services.