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Billing error?

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Billing error?

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?

20 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 7,635
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Registered: 21-04-2017

Re: Billing error?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
rongtw
Seasoned Hero
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Registered: 01-12-2010

Re: Billing error?

So sad to see this still happening after PN got fined £880,000 , and promised it wont happen again Sad

https://community.plus.net/t5/Plusnet-Feedback/Plusnet-fined-for-billing-ex-customers/td-p/1425515

 

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Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: Billing error?

@Gandalf

Thanks for raising this with the billing team.

@rongtw

That must be why they couldn't give a satisfactory retention deal Wink

Superuser
Superuser
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Re: Billing error?

@npr so sad to hear you’ve left and to of all people TT. Hope you’ll continue to hang out here?
Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: Billing error?

@Townman

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 Wink )

Don't knock TT, so far I'm finding them surprisingly good Smiley

Superuser
Superuser
Posts: 11,889
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Re: Billing error?

Ironically I’m just in the process of helping an elderly couple escape TT who have been stinging them on top price packages for which they have no needs - TV add on having no means of using it. Speed boost when all they do is email and web browsing. At least with some encouragement they’re getting £88 quid back from them. After which they’ll be migrating.

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.
Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: Billing error?

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.

Superuser
Superuser
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Re: Billing error?

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).


 

Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Billing error?

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. Crazy2

Plusnet Help Team
Plusnet Help Team
Posts: 7,635
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Re: Billing error?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 1,841
Thanks: 103
Fixes: 6
Registered: 21-01-2013

Re: Billing error?

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. 

Plusnet Help Team
Plusnet Help Team
Posts: 7,635
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Registered: 21-04-2017

Re: Billing error?

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. Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 1,841
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Registered: 21-01-2013

Re: Billing error?


@Gandalf wrote

I'd recommend ignoring that automated e-mail.


 

I should have known to do that. Funny

Plusnet Help Team
Plusnet Help Team
Posts: 7,635
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Registered: 21-04-2017

Re: Billing error?

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team