Changed contract in August, still on old one
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- Re: Changed contract in August, still on old one
Changed contract in August, still on old one
21-10-2020 3:05 PM
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Re: Changed contract in August, still on old one
21-10-2020 3:19 PM
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Hopefully a Plusnet staff member will get on to this.
Stuck recontracts seem to be a "feature" of the Plusnet systems. I have and still have (eight months on) a similar issue which they are currently attempting to solve. Hope your is sorted more quickly.
Re: Changed contract in August, still on old one
02-11-2020 11:55 AM
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The saga continues. No staff member got back to me so I phoned them on 23rd October. Eventually I got through and explained the situation. It was finally agreed that, as now they don't do fixed-price contracts, I could start a new one of 18 or 24 months at the price I was quoted, which would be held at the same price when increases occur (I have little confidence in this happening). I chose 24 months. This is due to start on 21st November. It was also agreed that I would receive back-payments from when I signed up originally in August. I received an email stating that I would receive a refund of £7.53, to appear in my account withing 5 working days - that hasn't happened. This refund was to cover the difference between what I've been paying for 3 months and what I should be paying. Today I received an email stating that I was due a credit of £2.51, to be deducted from my next bill.
Do these people know what they're doing? I am mystified by how things work in Plusnet's internal systems.
Re: Changed contract in August, still on old one
02-11-2020 12:37 PM
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Hello there @rjheald, thanks for reaching out to us here.
I'm sorry to read you've had some trouble with the pricing of your agreement with us and I apologise for the inconvenience caused. I can see our Options team are manually adding on a credit each month to ensure your pricing remains as you agreed, you can find the ticket here. With regards to the refund I can see a service notice on the account here confirming they had processed - please ensure you're checking the bank account you hold a direct debit instruction with us - if you've still not got it please get back in touch via this forum and we can go from there.
Thanks.
Re: Changed contract in August, still on old one
02-11-2020 12:41 PM
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My apologies - yes we have had the refund. Sorry I hadn't noticed!
Re: Changed contract in August, still on old one
02-11-2020 12:45 PM
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Re: Changed contract in August, still on old one
21-12-2020 1:50 PM
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As I expected my latest bill is wrong. I was promised a monthly charge of £21.99 to be unchanged throughout my 2 year contract. This month you're charging me £23.29. Why?
Re: Changed contract in August, still on old one
21-12-2020 2:08 PM
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Afternoon @rjheald,
Thanks for getting back in touch, I'm sorry to see this issue has cropped up again - I've done a bit of digging and provided a more thorough response for you here. A copy of that ticket has been sent across to the email address registered with us just incase you have any trouble accessing your online account.
Ta.
Re: Changed contract in August, still on old one
21-12-2020 2:44 PM
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Many thanks, Mads, for your quick response. Hopefully it will be fine from now on!
Re: Changed contract in August, still on old one
21-12-2020 2:54 PM
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