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Contract renewal frustration

sparkymarcopolo
Newbie
Posts: 3
Registered: 22-04-2015

Contract renewal frustration

I've never really had reason to share my frustration but since agreeing a new contract in March and reviewing my latest bill has left me utterly miffed with plusnet.
In March I had a look around to see what was out there and noticed plusnet were offering some deals so I called and spoke to one of their representatives
In a nutshell I was offered the same package:
1 Plusnet Unlimited Fibre - Market 2/3 charge 16/04/2015 15/05/2015 £19.99
1 Talk Anytime charge 16/04/2015 15/05/2015 £15.99
1 Call Plan charge 16/04/2015 15/05/2015 £5.00

But if I took out a 24 month contract I would receive a £5.00 a month discount. Which I accepted and would reduce my standard monthly charge to £35.98
I then asked a question about BT Sport and after a brief conversation clarifying offered it free for a three month period (although even then I had to chase it up because it wasn’t working). Received the new contract email which didn’t mention anything related to charges and trusted it to carry on without issue.
We're sending this email to confirm the details of your new contract.
Your new contract
Your package will be subject to a new 24 month contract.
This will take effect from 19/03/2015.

When I received my latest bill I noticed the following (Thursday 16th April)
1 Call charge - 16/04/2015 £1.00
1 BT Sport HD (Pro-Rata payment) charge 24/03/2015 15/04/2015 £5.49
1 BT Sport HD charge 16/04/2015 15/05/2015 £7.49
1 Plusnet Unlimited Fibre - Market 2/3 charge 16/04/2015 15/05/2015 £19.99
1 Talk Anytime charge 16/04/2015 15/05/2015 £15.99
1 Call Plan charge 16/04/2015 15/05/2015 £5.00
1 Special Offer Discount - - -£7.49
1 Special Offer Discount - - -£3.99
The call change makes sense, but I see no discount of £5.00 and the charges for BT sport are not offset by the discounts.
I called Plusnet support on the 17th April and queried this, the chap I spoke to agreed, wondered what the person had added and said he would email them to get it sorted.
Since I hadn’t heard anything I raised an incident asking them to explain and I’m now baffled and further frustrated, here’s the email in general in reply
When you agreed the contract we sent you an email stating (it did not state anything)
A breakdown of your monthly bill is as follows:
Unlimited Fibre/Extra Broadband service: £16.00 per month for 24 months then £19.99 per month thereafter (I was not told this)
Line rental: £15.99 per month / £155.88 annually (correct)
Anytime Call plan: £5.00 per month (correct)
HD Sports £7.49 per month (Free for 3 months) (correct)
This would mean a £3.99 discount on your broadband and BT sport free for 3 months.(I was advised £5.00)
I have checked your bill and these amounts have been discounted (no they haven’t so please explain the BT sport charges and discounts that do not marry up)
I’ve replied but I would have expected better from Plusnet, such as follow up call and since I’ve already been told what I originally explained suggests what they tell and agree is far from what actually happened or charged for
It's still an open call and I'll update on how it progresses

3 REPLIES
sparkymarcopolo
Newbie
Posts: 3
Registered: 22-04-2015

Re: Contract renewal frustration

I've been informed my raised call is now on hold for a week until 30th April while they listen to the original discussion.
Maybe if they'd acted on and followed through my original query when I called a week ago it would have been well on its way to a conclusion.
Is this what I can expect from PlusNet going forward, because if it is I might as well consider migrating to another supplier!
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: Contract renewal frustration

I've listened to the call in question and the advisor clarified the overall cost with you at £36.99 per month. This matches with the broadband and phone items on the invoice:
Unlimited Fibre £19.99
Talk Anytime £15.99
Call plan £5
Discount £3.99
On top of this is the BT Sport HD charge, which is £7.49 per month and is covered by the £7.49 discount.
I can see that you have been charged a pro-rata fee for BT Sport HD of £5.49, so I'll refund that back to you as soon as the payment has cleared.
Otherwise the pricing is as agreed on the phone call, it's worth noting that is was yourself who mentioned savings of 'around £5' on the call and the advisor did give you the exact monthly pricing you'd be paying of £36.99.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
sparkymarcopolo
Newbie
Posts: 3
Registered: 22-04-2015

Re: Contract renewal frustration

I can agree to that but it doesn't match the PlusNet response
Thank you for your query.
I have checked your bill and from what I can see everything seems correct.
When you agreed the contract we sent you an email stating
A breakdown of your monthly bill is as follows
:
I admit my mistake about the £3.99 (ok I mentioned £5.00) discount that would make my bill (minus any charges I incur)  £36.99, but it does not detract from your lack of clarity and investigation into this until I progressed and chased it.
It's a shame you're not forthcoming with an open apology and you need to improve your processes, fact!