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Fixed price offer was never honoured

car7c
Dabbler
Posts: 11
Registered: ‎09-04-2020

Fixed price offer was never honoured

On 20 October, 2018 we were offered a new 18 month deal to include home phone and fibre broadband at a price of £31.99 per month (Line rental £18.99, Unlimited Fibre Broadband £5, Unlimited UK and Mobile £8 per month), see Questions 183764645 and184073729. This deal was accepted and implemented, see Question 184073442 as of 29/11/2018.

For some months you billed me incorrectly at the previous rate (£10.99 less £1.25 discounts). Then there was a massive adjustment in May 2019. I confess I took my eye off the ball at this point, assuming the billing was correct. However, it appears you have billed me the wrong rate. For example, the last bill I have received in December 2019 was for £39.75. This comprised Plusnet Unlimited Broadband at £10.99, Line Rental at £18.99, then 3 charges for Unlimited UK and Mobile (£6.90-£6.13+£9.00) less £1.25. (There have been no bills since 26 December 2019; my account still says the next bill is due in January 2020. It also appears the bill dated 26 December 2019 has not been taken by Direct Debit, as the last payment I have on this account is £36.73 on 3 December 2019. I pay two other Plusnet bills by Direct Debit. Both have been debited properly to date.... see separate message on this.)

Assuming the billing started on 3 December 2018 (when the £6.99 P&P charge was made), up until the payment on 3 December 2019 you charged me a total of £495.79, when by my calculations this should be £406.61.

On 12 March this year by email you told me that my contract would end on 12 May 2020. That email said "During your fixed price contract, your broadband and line rental price has stayed the same." that does not appear to be true. I have not been able to get through by phone or online chat to discuss this. I have sent multiple messages via twitter to @Plusnethelp with no positive result.

As noted, I control and pay for 2 other accounts (r***27 and r***28). I am having to actively investigate alternatives to Plusnet. If this account moves, the others probably will too; that's over £1200 per year. Can someone please pay attention?

2 REPLIES 2
Tomca
Plusnet Help Team
Plusnet Help Team
Posts: 33
Thanks: 11
Fixes: 1
Registered: ‎09-03-2020

Re: Fixed price offer was never honoured

@car7c As this is about billing on your account I've created a support ticket on the account.

 

You can view this by logging in through the member centre https://www.plus.net/wizard/?p=view_question&id= 201824146

 

I'll contact you when I have some information.

 

Thanks - Carl.

 Carl Tomlinson
 Plusnet Help Team
car7c
Dabbler
Posts: 11
Registered: ‎09-04-2020

Re: Fixed price offer was never honoured

Thanks Carl. We have just had a long and extremely helpful phone discussion on this. You have followed through in detail a very complex trail of incorrect bills dating from November 2018, and worked out that I am due a refund, which we agreed you would send by cheque. You have also taken action on the other issue related to no bills or direct debits since the start of this year. You can definitely file me as a very satisfied customer at this point, thank you very much indeed.

 

Chris