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Credit for December increases ... please don't mess it up!

Longliner
Seasoned Pro
Posts: 413
Thanks: 196
Fixes: 7
Registered: ‎22-10-2014

Credit for December increases ... please don't mess it up!

Oh dear, another booboo by the Plusnet accounts team. In October last they sent an email headed Updates to your Service which of course referred to price increases – in my case £1 pm for anytime calls, but with no increases for BB and line rental until my two-year contract ends.

Yesterday came another email:
We should have made it clear that if you wanted to leave your broadband and line rental contract because of these changes you could have done so without paying an early termination charge. You can also remove your call plan by letting us know you wish to do so at any time, and we’ll remove it on your next billing date.
So we’re going to credit your account to cover the increased cost of your call plan and call charges until 12th March 2020. Following this date, the new charges will apply.

Presumably someone at PN forgot there's some ruling that customers can walk away from price rises. My PN BB/phone still offers good value and excellent service --- but please, please, PN accounts dept, don’t make another mess of the refunds 😳

2 REPLIES 2
Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Credit for December increases ... please don't mess it up!

Hey @Longliner,

 

We wrote to all our customers in October to let them know about some price changes happening in December. We didn't make it clear to Fixed Priced Contract customers about prices changes, including some charges outside of their contract and we should have given some of them the right to leave if they weren't happy with the changes. 

We're sorry that we weren't clear enough, and we're now contacting our Fixed Price Contract customers to let some know that they are able to leave their contract and for some we will be refunding any additional charges they may have had since the prices changed in December.

 

If you see anything that doesn't look right on your next invoices please give us a nudge here and we can investigate and resolve for you.

Thanks.

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Credit for December increases ... please don't mess it up!

Hey @Longliner,

 

We wrote to all our customers in October to let them know about some price changes happening in December. We didn't make it clear to Fixed Priced Contract customers about prices changes, including some charges outside of their contract and we should have given some of them the right to leave if they weren't happy with the changes. 

We're sorry that we weren't clear enough, and we're now contacting our Fixed Price Contract customers to let some know that they are able to leave their contract and for some we will be refunding any additional charges they may have had since the prices changed in December.

 

If you see anything that doesn't look right on your next invoices please give us a nudge here and we can investigate and resolve for you.

Thanks.