Early termination fee higher than amount confirmed on email

[#1]

I switched away my home broadband from Plusnet on 20 April 2026.

Plusnet sent me an email confirmed that there will be an early termination fee of £40.29.

But on the final bill, I am charged £51.38 of early termination fee.

I called customer services, they opened question #254686523 in Help Assistant last week. But no one is dealing with the question. Both the email confirming £40.29 and the final bill are attached to question #254686523 as evidence.

Please respond and refund the overcharged amount of £11.09.

[#2]

Hi @qing12102000,

Welcome to the Community!

I'm sorry to hear about the confusion with your bill, and I can understand why you're concerned. I'd recommend reaching back out to the team, and they will be able to take a look into what is going on, and work to get this resolved.

Rach