Billing error?
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Billing error?
09-03-2018 5:56 PM - edited 09-03-2018 9:01 PM
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Just received the following bill from Plusnet:
Unlimited Fibre - Market 2/3 charge 09/03/2018 08/04/2018 £14.99 Offer Discount - GBP 7.98 - - -£7.98 Total: £7.01 (inc VAT)
I migrated to TalkTalk for phone and broadband on the 7/3/2018.
Is this bill in error?
Re: Billing error?
10-03-2018 11:48 AM
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Sorry to hear you've left us and we're continuing to charge you after your services had ceased.
I've raised a ticket with our billing team now. We'll refund that invoice once it's cleared and we'll close your account.
Apologies for the inconvenience caused.
Re: Billing error?
10-03-2018 3:42 PM
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So sad to see this still happening after PN got fined £880,000 , and promised it wont happen again
https://community.plus.net/t5/Plusnet-Feedback/Plusnet-fined-for-billing-ex-customers/td-p/1425515
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
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Re: Billing error?
10-03-2018 4:54 PM
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Re: Billing error?
11-03-2018 6:57 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Billing error?
11-03-2018 7:11 PM
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Thanks for the kind words, yes I'll be hanging around here for a while and will probably be back in 12 months (depending on cashback deals )
Don't knock TT, so far I'm finding them surprisingly good
Re: Billing error?
11-03-2018 7:23 PM
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Mobile phone package cost them dearly too - no warning £2 per day for even the smallest of data use after their allowance for the month had been used up.
All in all they’re paying £80 pcm for fibre, landline, call package and two mobile sim only packages ... plus over use surcharges.
Really do not like to see the elderly confused into buying something they do not need / does not match their needs.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Billing error?
16-03-2018 9:25 AM
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Still no answer to the ticket.
Also "member centre" is telling me my next bill is due on 09/04/2018.
Please put some urgency in to sorting this out.
Re: Billing error?
16-03-2018 10:57 AM
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Superuser citation
This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Billing error?
16-03-2018 12:12 PM
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Just checked and the £7.01 was taken from my account on the 15/3/18.
I see that Plusnet have now raised a credit note on my account for £-17.32. Is this and new type of advanced maths cos it doesn't add up for me.
Re: Billing error?
16-03-2018 12:21 PM
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Hi there.
We were just waiting for your direct debit to clear before we were able to issue a refund and close the account.
As that's been done now I'll sort this out and update your ticket.
Re: Billing error?
16-03-2018 2:08 PM
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Thanks, but disappointed to see I have to wait 5 to 10 WORKING days for this to be processed.
Just received this email from Plusnet:
We're emailing you to let you know that as your cancellation request has now been placed. Your cancellation will take place on 23/03/2018.
I migrated away on the 07/03/2018, surely that's the date my account should be closed.
Re: Billing error?
16-03-2018 3:26 PM
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We're emailing you to let you know that as your cancellation request has now been placed. Your cancellation will take place on 23/03/2018.
I'd recommend ignoring that automated e-mail.
My ticket here should clear this up.
Re: Billing error?
16-03-2018 7:50 PM
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Re: Billing error?
16-03-2018 10:36 PM - edited 16-03-2018 10:36 PM
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Sorry for the confusion caused.
Thanks, but disappointed to see I have to wait 5 to 10 WORKING days for this to be processed.
Unfortunately it's the processing time of your bank and our billing system combined to refund it back to a direct debit.
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