Billing problem

[#1]

I seem to have the same problem as others.

the billing system is not working.

I took out a recent renewal of contract first,

then 12months line rental.

previously you overcharged me twice for services that i did not even have (bt sport)

you then re-credited the over-billing and gave me a tiny amount of compensation.

since then I have had no bills, and you seem to have cancelled your own direct debit.

can you please fix your billing system 😠

[#2]

Hi @vfr70, thanks for getting in touch.

I'm sorry for the issues you've had with your bills. I can see work has been conducted in the background to bring your bills in line correctly following the purchase of line rental saver. As it stands we'll need to allow your next invoice to generate on 24/01/2020 to see if a fix has been applied. I do apologise for any inconvenience this is causing but we are doing all we can to resolve this as swiftly as possible.

Regards

[#3]

Hi Thanking you for the reply

Do you think you could tie in the fibre broadband and line rental payments to match,

As you seem to struggle with even basic billing.

So if you could join the fibre to the land rental dates, it may help your billing

and i would get a small extra amount of discount as compensation.

For all the billing problems.

Thanking You VFR 750

[#4]

Hi @vfr750

Thank you for getting in touch. 

We will check over your billing again on the 24th January 2020. 

Kind Regards

[#5]

How Suprising

Nothing done about fixing it from Plusnet.

How nice off them to give me free internet 😡

How long can they back date it before it is written off.

Will i suddenly get a bill for all the backdated payments,

or will i be asked first on how to pay.

NOT IMPRESSED.

[#6]

Plusnet have stated publically that in the event of non billing, once corrected, they will only charge a maximum of 3 months, anything earlier will be written off. 

[#7]

Thanks for getting back to us @vfr750 

I think there's some confusion here regarding your bills, I've added a reply onto a support ticket you'll be able to view and respond to by going here: https://www.plus.net/wizard/?p=view_question&id=198379993

I hope this helps clarify things.

[#8]

Interesting problem - Has anyone evidence that this has ever happend?

[#9]

Thanking you for the reply.

Plusnet did try and charge me for BT sport.

I have looked in my old pc records.

on Oct 24 at 14.58

I went to your online chat and was told

during the chat my bill would include

Line Rental - £18.99 per month / £197.88 annually

BT Sport: £9.99 per month.

Which i have never had or wanted BT sport

I then got a reasonable deal, which I think your loyal customers should get without all the haggaling.

then you overcharged me for months,because of your terrible billing system.

I have had no emails to state what bills i had to pay or not until billing had caught up as explained by Gandalf

on a support ticket.

Hopefully it is sorted out but i will wait until the billing stars again before closing this complaint..

[#10]

Hey @vfr750,

Glad to hear you've got some clarity around the invoices, discounts and credits.

Let us know if you need further assistance,

Thanks.

[#11]

Hi Staff,

I am also having tingling billing problems, Since November Plusnet have been overcharging me and each month I have been getting a refund - except for this month's bill....once again been overcharged and up until now no refund or email to advise what is happening. I have attempted to call various times but very lengthy waiting on reply from calls. Now no online chat available?

anything you can help with?

[#12]

Hi Ewan, thanks for your post.

I'm sorry to see the issues you're having with your account billing. I've issued you with a refund now and I'll be manually correcting your bills each month before they generate to ensure you're not over-charged in the first instance. 

I've messaged you back privately and added a reply onto your support ticket here: https://www.plus.net/wizard/?p=view_question&id=196995189 with more detail.

Let me know if you've got any further queries.

[#13]

Thanks for your help Gandalf.

Much appreciated.

👍

[#14]

No problem Ewan, hopefully it's smooth-ish sailing from here on