Contract renewal stuck and charged full price

[#1]

Hi, I renewed my contract on the 14th of April, but since then it's been showing as

An error has occurred

You can't change your products for the moment, you already have a product change in progress.

I've just been charged the full amount for the month, could this be looked at by someone from Plus.net and the difference refunded?

thanks!

[#2 · Accepted solution]

Hey, 

Sorry to see what has happened.

I've sorted this and sent you a refund (You'll get a separate email with more details)

If there's any further issues, please let us know. 

[#3]

Hello,

I have had exactly the same issue as above. My contract was updated on 15th April and I have just been charged full price. Please can you help?

[#4]

Apologies for hijacking, but this seems to be par for the course judging by the number of complaints being seen about it.

I had the same problem with last months payment being taken for the full out-of-contract price after I'd signed up online for a new contract approximately a month beforehand.

It was supposedly resolved after contacting CS by phone and I was told I would be credited with the overpaid amount towards my next monthly payment.  I received emails stating that credit had been applied to my account but when I check in the member centre I see a zero balance, whereas I would expect to see a balance which will more than cover the next payment so I don't hold out much hope that I won't be charged again, resulting in another call to CS.

[#5]

Hey, thanks for renewing and apologies for the issues. 

@reillymai I think you're best ringing the call centre on 0800 013 2632 as doesn't look like it went through.  

@RobPN If you've received emails confirming the credits, they won't show in the Member Centre until after the next bill. 

[#6]

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@Gandalf wrote:

@RobPN If you've received emails confirming the credits, they won't show in the Member Centre until after the next bill. 

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@Gandalf 

Strange ... but hopefully true! 

[#7]

@RobPN  yes, the credits (apparently) are only applied to future bills and not to the balance of the account!

I've seen similar queries regarding 'automatic compensation' credits where people cant see them on their account.

Why they can't be just applied as a credit to the account balance, I've no idea...