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Changed supplier, still being charged !

Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Changed supplier, still being charged !

I recently changed to another supplier (been with Plusnet 2 years so out of contract), broadband and phone were changed over on 23rd December. Had an invoice today for £8.49 for "Plusnet Essentials (Contracted without Phone) - Market 2/3 charge", so it seems I am still being charged by Plusnet? Maybe they have only cancelled the phone and not broadband?
I received some refund, about half of what I was expecting, for the last billing cycle I had paid for, I raised a ticket about this over week ago, but has so far been ignored.
Could a Plusnet admin please look into this for me?
17 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Changed supplier, still being charged !

Hi Pagmapulitan,
Really sorry to see this. I've made billing aware, and they will be cancelling and refunding any further service once this Direct Debit has either gone through or cancelled.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

Still haven't had the correct refund or the additional £8.49 refunded  Cry
Also just got an email saying my account has been reactivated  Huh
Any idea what is going on ?
Plusnet service was disconnected 23rd december.
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: Changed supplier, still being charged !

Good morning,
Let me take a look at what is going on and I will get back to you, to clarify!
Smiley
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: Changed supplier, still being charged !

Hey,
@Pagmapulitan
I have sorted all of that out for you.
I have sent you an Email just to confirm everything I have done.
Have a good day.

Smiley
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

ok thanks, that's 2 out of 3 sorted, remaining problem is the refund I received for december was only about half of what I thought it should have been.
My billing cycle was 12th-12th, so payed £24 for 12th dec - 12th jan, service was switched off approx. 2am 23rd dec.
But received only £7 something refund for just 11 days service.
Obviously I was expecting about 2 thirds (£14 ish) to be refunded having used only a third of the month!
I'm assuming this has occured because my phone was cancelled and refunded correctly, but the broadband (even though disconnected) remained active and therefore hasn't been refunded.
Note, the £8.49 is nothing to do with this, it was charged later after my service had stopped (no idea why).
If my calculations are wrong please could I have a breakdown of the final month to see what I have and haven't been refunded and why.
Thanks
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: Changed supplier, still being charged !

Give me two secs and I will be back to you via email Smiley
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

havn't received anything yet...
note my Plusnet email address appears to be dead now so can't receive anything sent there.
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Changed supplier, still being charged !

You may need to send Joshua a working email address by PM in that case
Joshc
Grafter
Posts: 167
Registered: 23-12-2014

Re: Changed supplier, still being charged !

Hey,
@Pagmalupitan
I have managed to sort out your third request.
Can you let me know if you would like to carrying using the plusnet email address?Huh
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

have pm'd my email address to JoshuaC,
no, don't need my plusnet email any more,
cheers
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

Quote from: JoshuaC
I have managed to sort out your third request.

Can you let me know what you have done?
have pm'd a working email address to you.
thanks
note, my plusnet account is now closed, so can't see any support tickets or plusnet email!
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Changed supplier, still being charged !

Hi there,
It's Josh's day off today so he wont be able to reply to your PM.
I'll have a look at what's going on but to try and make it clear in my head:
- £8.49 was taken after you had migrated out - this needs refunding if it hasn't been already
- You were also billed for a full month, but you migrated out partway through that period and the refund didn't match what you were expecting.
Is that correct?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Pagmalupitan
Dabbler
Posts: 22
Registered: 31-10-2012

Re: Changed supplier, still being charged !

That's correct, I think what happened was the phone was cancelled on the correct date (23rd dec) but not the broadband for some reason.
I think that's why the refund is less tha expected because the phone part has been refunded as it should have been but not the broadband!
So I assume i'm due 20 ish days of broadband refunding, which I think should be about £6-7.
thanks
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Changed supplier, still being charged !

I'll go sort that out now, I just wanted to make sure I wasn't missing something.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff