Charged out of contract price while still in contract

[#1]

My current contract ends on 19th August. I've just noticed that my last bill (20th July to 19th August) has only applied a discount on broadband & phone line for 1 day (20th July) instead of the whole billing period. If my contract ends on 19th August, why haven't I received my discount up to this date?

I've attached the latest bill (£61.35), plus the previous months bill to show the discounts normally applied (£28.69 [+ £3.90 calls]). I've also attached the details of my current contract end date.

I have since renewed my current contract which says it starts tomorrow (1st August) for £25.50 per month for 18 months which is great, but can't understand why my previous discount ended early?

[#2 · Accepted solution]

@RadioFox Hi there, Sorry to hear about the missing discounts on your latest bill. Upon checking your account it would appear the discounts for your contract expired an month earlier than they should. We're unable to change the latest bill as it has already been generated.

Every month we do a monthly clean up that captures all customers who are affected by this. We then apply their discount and any adjustments they might have missed. This means you will be credited for your missing discounts and this will reflect on your next monthly bill. 

I do apologise about the inconvenience caused by this. If the credit hasn't been applied to your next monthly bill, please let us know and we'll manually add the credit. 

All the best 

[#3]

Thanks for your quick reply & explanation.

I should have noticed it earlier, when I received the email to view my latest bill on the 20th. I didn't look at the amount at the time. I only noticed it today while looking at my bank account.

Looking forward to another 18 months with Plusnet.

[#4]

I'm getting a bit confused now as to what my monthly bill will be.

On 1/8 I received a number of emails. The first was to say that I will be getting a refund of £32.66 (which I received in my bank account on 5/8). The second was a link to my contract summary (showing £25.50 as agreed). The third email was a confirmation, but showed a monthly price of £26.99. The fourth email said that the support team have opened a question on my account, saying that the contract did not automatically activate, so it had to be manually pushed through. I was told to disregard the higher price, & that my monthly payments would be £25.50.

Today I received my usual advanced warning about my bill being ready to view. I was surprised that it was only £6.90. I thought the refund was all that was required to settle the difference. I looked at the bill but I must admit, I cannot work out myself where all the discounts & amendments have come from. BUT, when looking at my Dashboard page, it now shows my monthly payments are £28.63. Where has this amount come from?

Just to be clear, even if I was quoted £28.63 from the start I would have been happy, as it's 6p cheaper than my previous contract.

[#5]

@RadioFox  Thank you for reaching out to us on our Community Forum, I hope you are well.

I'm sorry to hear you have received several emails each advising a different price for your renewed contract.

As I had to go into details, I have opened a question on your account, here's the link for you: 

https://www.plus.net/wizard/?p=view_question&id=249770903

I hope this helps, please let us know if there's anything else we may look into for you

[#6]

@Tina11192  You confirmed in the question that you opened on my account, that the correct amount was £26.99. My dashboard still shows £28.63, & I received an email this morning saying that my next bill is ready to view. That also shows £28.63.

Can you confirm again what the correct price should be.

Thanks.

[#7]

@RadioFox 

Hi!

Yes £26.99 is the correct amount, there was a bit of weird problem with the discounts in the billing system.

I have corrected this and this will be correct on your future bills.

I have also applied a credit as the previous bill you were charged too much.

Ill get you an email for correspondence of that.

Thanks,

Lex