Billing issue

[#1]

Hi Guys 

I contacted Plusnet on the 26th August to discuss recontacting, agreed to stay but I have not been charged the agreed monthly fee.

I have not got 10 mins to sit on the phone right now is anyone able to look into this for me?

Please see questions 193583393 and 193583423 for details

[#2]

Moderators Note

This topic has been moved from  Fibre to My Account / BIlling

[#3]

Sorry about that thanks for moving it

[#4]

Ok so I managed to get through to CS on the phone.

It would appear that this is a known issue (affecting a number of customers) with the billing system as the CS Guy I spoke to knew exactly why I was calling without any prompting other than 'My Bill is wrong'..........

Whilst I appreciate the guy in CS is doing his best to keep the customer happy by refunding the overcharge and placing a recurring ticket on the system to manually add a discount every billing cycle I see a huge issue and inconvenience with this.

First of all, luckily I am in a position where taking the extra amount out of my account was possible, however if I did not have the funds to pay £12 extra, I guess Plusnet would have been marking me down as a non payer, I would have bank fees for bounced DD and possibly a black mark on my credit rating.

I truly feel sorry for anyone who is in this predicament and trying to resolve it.

Secondly, when I signed up to renew my contract I did not agree to be responsible for checking that the right amount of money is being taken from my account on a monthly basis for the next 18 months.

When I asked the CS staff when the issue would be resolved he truly had no idea, and believed because it was only inconveniencing a small number of customers it was most likely the bottom of the barrel of the tickets the developers had to resolve..

I truly hope this is resolved quickly...

[#5]

[-Censored-] ? CS staff when the issue would be resolved he truly had no idea, and believed because it was only inconveniencing a small number of customers it was most likely the bottom of the barrel of the tickets the developers had to resolve..

Unbelievable statement so much for good customer service , It Should not matter how many Customers are inconvenienced  , a single customer is one too many 

[#6]

Hi @TurGe 

We're really sorry to hear that you have been affected by one of our known billing issues. We whole heartedly agree that this shouldn't be happening but we are not privy to information regarding when certain aspects of the billing will be fixed, when, nor what order. 

As this is being monitored for you, should this not be dealt with by the agent and his team each month, please come back to us and we will investigate for you. 

Again, please accept our sincerest apologies. 

Kind regards

[#7]

@OllieC 

All good this end now I have got to the bottom of it just the inconvenience of having to double check my bank every month now to double check I have not been over charged.

I dare say this is inconveniencing some people a lot more than it is for me, good luck in getting the issue resolved..

[#8]

Untill the next bill is generated 😁😁😁😁.
Then it will start all over again.

[#9]

Well to be fair if it does happen again I see this as a breech of contract and I will move my services somewhere else.

Not worth getting all heated on a forum about it, the service staff do what they can, the higher authority's are the people who should really be feeling the heat for it.

As a software developer my self I am finding it rather difficult to see why they have not figured it out and resolved the issue, also it would be a simple query to find the people who are affected and fix the issue in the background without any inconvenience to the customer at all..

[#10]

Well

Sadly its happened again...

I noticed that the bill had been generated so replied to the open ticket I have on the 20th October advising I think that Plusnet are going to over charge me again... one of the agents responded back that it was all good and I would not be over charged... 7 days later I notice that there is a pre auth on my bank account which indicates that Plusnet will be over charging me...

Any ideas how Plusnet are going to resolve this issue? I now see this as a breech of contract, can you advise what my options are..

@OllieC 

[#11]

Thanks for getting back to us @TurGe 

Apologies for the confusion we've caused on how we've handled this.

I believe I've responded to you over Twitter a few hours ago and via your account ticket 194903543.

Steps are in place to resolve this moving forward, apologies for the inconvenience we've caused. 

[#12]

@Gandalf 

Yup looks to be in hand again, although it should have been in hand last time or so I was assured.

Lets see what happens next month .

Thanks

[#13]

Thanks for getting back to us @TurGe

Apologies again for the issues you've had with this.