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Charged twice in same month?

FIXED
hamski
Hooked
Posts: 5
Registered: 24-07-2017

Charged twice in same month?

Can you please advise why I have been charged a monthly fee and annual line saver for same dates :

Invoice: 88941724 (refund £9.99) 88918306 (monthly fee £35.9Cool 88941692 (annual line saver £197.6Cool 

Also no mention of £50 reward which was promised on renewal (advised I would recieve this within 60 days)

This after I decided to stay with plusnet.

Thanks

 

 

10 REPLIES
Jonpe
Seasoned Pro
Posts: 1,323
Thanks: 346
Fixes: 2
Registered: 05-09-2016

Re: Charged twice in same month?

I'm guessing here, but the PN 'heritage billing system' is inflexible, so if you renewed a day after your old contract expired, you may well be charged the full (out-of-contract) rate and monthly line rental until the next billing date, from which point any discount kicks in and your LRS becomes effective.

I'll leave others to make a guess regarding the £50.

I'm sure one of the PN staff who help on this forum, will look into your specific circumstances and give you an answer, but possibly not till Monday.

Plusnet Help Team
Plusnet Help Team
Posts: 4,814
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Charged twice in same month?

Hi there,


From what I can see, your line rental saver was paid after your bill was generated. In these scenarios, we'd start LRS on the next billing date so you won't be paying us for your line rental twice in one month.

 

In regards to your cashback, leave this with me. I'll need to listen to the call.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hamski
Hooked
Posts: 5
Registered: 24-07-2017

Re: Charged twice in same month?

Hello Anoush (gandalf)  

thanks for the reply, any idea when you will be able to listen to the call.

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,814
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Charged twice in same month?

Sorry about the delayed response here.

I'll get back to you before the end of the day.

 

@hamski

EDIT: After trying to listen to the call it doesn't seem to be showing on our call recording software. Sad Leave this with me a bit longer to discuss with our marketing team and my manager. Apologies for the delay.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 4,814
Thanks: 1,058
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Registered: 21-04-2017

Re: Charged twice in same month?

Fix

Our Marketing team are happy to honour the cashback deal for you.

We'd expect you to receive your £50 cheque within the next 14 days.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hamski
Hooked
Posts: 5
Registered: 24-07-2017

Re: Charged twice in same month?

hey

thats great news , my confidence has been restored  with plusnet ,thanks for your help anoush.

Plusnet Help Team
Plusnet Help Team
Posts: 4,814
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Registered: 21-04-2017

Re: Charged twice in same month?

No problems Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hamski
Hooked
Posts: 5
Registered: 24-07-2017

Re: Charged twice in same month?

Received my £50 cheque on the weekend , thanks for your help anoush  glad this forums here ,hope i dont have to use it again next year though.

Plusnet Help Team
Plusnet Help Team
Posts: 4,814
Thanks: 1,058
Fixes: 234
Registered: 21-04-2017

Re: Charged twice in same month?

Happy to hear that!

 

Aye, fingers crossed you don't need to contact us again [but feel free to stick around if you want] Smiley

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Moderator
Moderator
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Re: Charged twice in same month?

Moderator's note by Mike (Mav): I have changed the fix to @Gandalf as per message #6.

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