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Charged wrongly for call to Spain

elkieluca
Grafter
Posts: 204
Registered: 21-08-2010

Charged wrongly for call to Spain

Hi I have sent a question to the help team but I am worried that they won't get back to me soon.  I updated my account to the anytime calls to international and uk for £5. a month extra before the 4th Jan.  I just looked on my recent call page and I have been charged £2.00 for a call to Spain. I was told that I could phone free. Please can a support person help with this. thanks.
5 REPLIES
pierre_pierre
Grafter
Posts: 19,757
Registered: 30-07-2007

Re: Charged wrongly for call to Spain

the call length is 29 mins and then you should redial or you will get charged, or has there been a genuine mistake by PN?
elkieluca
Grafter
Posts: 204
Registered: 21-08-2010

Re: Charged wrongly for call to Spain

I am aware of that and the call was for 22 minutes exactly.
Superuser
Superuser
Posts: 9,773
Thanks: 1,151
Fixes: 63
Registered: 06-04-2007

Re: Charged wrongly for call to Spain

Have you had a billing date since you requested the change to what is now Anytime International 300? Product change requests take effect on the next billing date.
David
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Charged wrongly for call to Spain

Was it to the Canary Islands by any chance? If so they aren't included in the top 20 international destinations.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
elkieluca
Grafter
Posts: 204
Registered: 21-08-2010

Re: Charged wrongly for call to Spain

Ok, My billing date was 12th December and I changed it before then.  I phoned mainline Spain ie. near Barcelona and have been phoning my daughter there for months with free calls.
I am now worried about phoning her and my other daughter in southern Ireland in case of more mistakes on PLs part.  I haven't had any answer from the help-line yet either.
By the way I was charged in advance on my December bill for the old Anytime with an extra £5.00.
I finally had an answer from the Help assistant. They have apologised for their mistake and asked me to keep an eye on my account for the rest of this month. I knew it was wrong.