I rang Plusnet to make a product change to Unlimited Fibre a few months ago and was offered a discounted rate for 24 months. The first two months were billed at the correct rate, but last month's bill was too high. I was charged £27.86 but should have been charged £19. The bill was incomprehensible.
I contacted Plusnet on 11 April by online chat and was told there were billing problems with many accounts which needed to be fixed manually. I was told my problem would be added to the list and I would be contacted when it was resolved, but he could not say how long that would be.
I asked the chat assistant to open a ticket as I had a feeling this could turn into a saga and I wanted an online record of progress. I see in my account there is a closed ticket which simply says 'raised jira'. Shouldn't this be an open ticket since the matter isn't resolved?
I raised the query a few days before the money was due to be taken by Plusnet, hoping it would be resolved before the incorrect amount was charged, but no luck.
Please can someone from Plusnet:
1. Tell me the current status of this billing error.
2. Re-open the ticket #189219840 so there is a record of what's going on.
(I'm pessimistically assuming this isn't going to be resolved quickly or simply. If I get the ball rolling now, maybe I can avoid the problem compounding with next month's bill.)
