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Charged for calls on an inclusive package - new customer.

FIXED
harrym1byt
Rising Star
Posts: 179
Thanks: 24
Registered: 15-10-2016

Charged for calls on an inclusive package - new customer.

We became PN customers on the 7th and the first few landline phone calls we made were charged for in our account, a matter of £11.20. We are on the inclusive landline & mobile call package -  I rang PN on Friday to ask them to correct this error and I was told it would be corrected within 72 hours.

Near 100 hours later and it still hasn't been corrected, could someone please look into it?

 

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,330
Thanks: 486
Fixes: 181
Registered: 01-01-2012

Re: Charged for calls on an inclusive package - new customer.

I'm getting this looked into.

Apologies for any inconvenience caused.

[edit]

I can see there's a ticket with our Billing team to get these calls credited off.

We'll get that done as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
harrym1byt
Rising Star
Posts: 179
Thanks: 24
Registered: 15-10-2016

Re: Charged for calls on an inclusive package - new customer.

A gentle nudge - It has still not been corrected in my account...

jetstar
Grafter
Posts: 56
Thanks: 2
Registered: 19-11-2010

Re: Charged for calls on an inclusive package - new customer.

I'm on anytime calls to 01 02 03 numbers and was charged for a 2-minute call to plusnet customer options team on 0114 296 5098. The amount of 17p is to be refunded but why was an 01 number charged for on anytime inclusive call ?

harrym1byt
Rising Star
Posts: 179
Thanks: 24
Registered: 15-10-2016

Re: Charged for calls on an inclusive package - new customer.

Well, in my case it might well have been that my account wasn't fully set up at the time the calls were made, but it charged me £11.20 for them in those first three hours.

I rang them to point out the error on the 11th and was told it would be sorted by accounts within 72 hours, but despite my reminder in this thread - they have still failed to correct the error 200 hours later.

.

Plusnet Staff
Plusnet Staff
Posts: 2,144
Thanks: 372
Fixes: 116
Registered: 22-08-2015

Re: Charged for calls on an inclusive package - new customer.

Fix

@harrym1byt I've processed your refund now, which you should see in your bank or building society within 5-10 days.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff