Billing issue after topup

[#1]

I have not been able to get a satisfactory answer to my question regarding my phone bill. I was asked to pay a 'top up'  £25 on the 12th October as I was told I was nearing my 'credit limit'. This had never happened before and was mobile call to my husband who was dying in hospital. I was told that it would all be adjusted on my next bill 3 days later on the 15th October. I have had a couple of incorrect bills recently and Plusnet has now refunded these errors. I thought that I should check my bills to see if any more errors had been made. I couldn't see anywhere where an adjustment had been made for the £25 payment that I made to Plusnet on 12th Oct. I have now been told that the £25 that I paid is just KEPT by Plusnet and that I won't get anything for the £25 that I paid. I am not usually in the habit of handing over money and receiving nothing in return as I am sure no sensible person would.. I have looked on the information page on the subject and NOWHERE does it state that Plusnet takes money from customers and gives them NOTHING in return. I would like to know what I actually bought from Plusnet for £25 on12th October please. My bills for 2/3 months were around £80 - £100 each month to one mobile number and it would have been nice to have been informed that there was a call plan that included making calls to mobiles. I could have saved a couple of hundred pounds. It will never happen again as I have now included mobile numbers to my call plan and my husband died, so I will not be calling his mobile phone. I just want to know what I bought with the £25 that I paid to Plusnet please.

Moderator's note by Mike (Mav): Changed thread title to reflect issue.

[#2]

Moderator's note by Mike (Mav)

Split to its own thread for better visibility and title changed

[#3]

Where has this question been put please ?

[#4]

Apologies for any confusion with your call credit.

On call plans you have a credit limit, this is £75. Meaning that if you reached £75 of chargeable calls you wouldn't be able to make further calls without topping this up. So if you topped up by £25 and then used a further £25 of chargeable calls you would be charged for £75 of chargeable calls and your credit limit gets reset on your billing date.

From what I can tell this is what happened on your account and I can see my colleagues have explained this to you.

[#5]

I was made to 'top-up' £25 on 12th Oct.  My bill was issued on 15th Oct.  I have been charged on my bills for every chargeable call and have paid for all these calls on every bill.  No reduction of £25 anywhere. My 'credit limit' is still £75. So I have paid Plusnet for ALL of my chargeable calls and I have not been given my £25 back.  So I have paid £25 for nothing. So I have paid for ALL my chargeable calls in full plus £25.

[#6]

Hi Brenda,

Your top up did reduce the bill.

If you compare the call charges here: https://portal.plus.net/plustalk/index.php?page=wlr_itemised_billing&view_bill_date=  (change the drop down to the relevant month that contains the October calls)

with your itemised invoice here for the same month:

https://portal.plus.net/my.html?action=view_transactions&s=0

You can see that the second one is £25 less than the call charges.

[#7 · Accepted solution]

Many thanks Chris.  After asking on 'chat' and being given wrong billing periods and wrong amounts AND a long call to customer service I was not understanding what was being said. In fact on the phone I was told that my £25 had 'gone'.  Your short reply has shown me exactly what I was wanting to know. Now I can see that my calls during the period were £110.56 and my bill for calls for that time was £85.56. (could you confirm that I paid £96.38 ) I can now see what happened to my £25 !!!  That should have been simple enough to have told me on the phone.  I think that the confusion is that there are TWO things...One is the page with the 'payment summary' showing calls of £110.56 and then another page shows 'call charge' invoice  of £85.56.  Now that you have given me the two different amounts I can see the £25 clearly.

I was only looking at the one page (the payment summary) and assumed that was the cost of the bill.  Had I have been told that one is a summary and the other one the actual bill, I would have seen it straight away.

Many thanks...My rant is over

Brenda

[#8]

No problem at all Brenda, I'll make sure I pass feedback on internally as it seems that the notes left on the account aren't the clearest either. I'll reply to the complaint ticket on your account shortly confirming this conversation and that you're happy with my explanation.