Consistently Over Charged, Unable To View Any Bills, Refunds Not Received

[#1]

After 10+ years with Plusnet on ADSL, I signed up to a new contract for fibre at an agreed cost.
Last month I was over charged. I contacted customer services and was told it was a mistake and I was apparently given a refund, yet I have not received any refunds.

I was also told that this would be sorted out for the next month, yet today I have received notification that I am being charged the same incorrect amount.

I am unable to view my bills as I just get "Sorry, we are not able to complete this request at the moment, please try again later."

I contacted customer services today to be told that my contract is not "active" and there is nothing he can do - I need to speak to customer options team, who as it happens are not available now!

So... please stop charging the wrong the amount, fix my account, sort out the billing portal or send me a bill so I can see what you are taking from me and refund me for the overcharges as per the Direct Debit guarantee!

Much appreciated

[#2]

Hello @richm,

I am sincerely sorry for you recent experience with us, and can fully appreciate the inconvenience this must be causing you.

I would like to thank you for being a brilliant and loyal customer, we really do value your custom. I have looked into this for you and provided an update here.

If you have any further concerns please don't hesitate to message me or reply here and we will address them for you.

[#3]

I am completely baffled as to what is going on with my account.

I am STILL being charged incorrectly (last payment taken on 21 November 2018)

I have NOT received the refunds that you said you have processed
I am not receiving anywhere near the line speeds that I should be

[#4]

Hi @richm,

Thanks for getting in touch and I am sorry to hear that there has been an issue with your recent invoice.

I have responded via a ticket on your account with further detail on your issue. You can view these details here

If you have any questions feel free to get in touch.