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General Billing Query

Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

General Billing Query

Hi all,

Been a customer with Plusnet for almost a year now and have only 1 issue.  I am never notified of a bill amount until my bank shows the payment being taken.

 

As a service provider, are you not supposed to provide the bill prior to payment?  I get the monthly e-mail, advusing me of my bill, but can never access it until you show your payment being received.  Minor inconvenience in what is a great overall experience with Plusnet.

 

Any assistance is appreciated.

 

Keith

18 REPLIES
Pete11
Seasoned Pro
Posts: 847
Thanks: 249
Fixes: 4
Registered: 17-02-2017

Re: General Billing Query

If you go into Member Centre, under the heading Manage Account you will see 'View My Bill', click on that and you will see the amount payable. Hope this helps.

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Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

Re: General Billing Query

Hi Pete11,

 

Thanks for your response.

 

When i go to this part of the site it shows past bills, I only have access to my bill after it is paid so I never know what is owed until its paid.

 

Strange as I have never had this before with other providers.

 

Thanks

Browni
Aspiring Hero
Posts: 2,280
Thanks: 775
Fixes: 45
Registered: 02-03-2016

Re: General Billing Query

I receive an email a few days before the money is taken, is your email address correct in the member centre?

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

Re: General Billing Query

Hi Browni,

 

Everything is up-to-date.  I get an e-mail advising me that my bill is ready, but i can never see it until it hasbeen paid.  This is my transaction page and I am due to pay in a few days.

 

Invoice Value Balance Invoice Date Status Description
  £46.51 £0.00 18/10/2017 Fully Paid Scheduled Payments
£46.51 £0.00 18/09/2017 Fully Paid Scheduled Payments
           
Browni
Aspiring Hero
Posts: 2,280
Thanks: 775
Fixes: 45
Registered: 02-03-2016

Re: General Billing Query

This is the latest email I received.

Dear xxxxxxxxx,

Account username: xxxxxxxxxxxxx
Company name: N/A

We'll soon be taking a payment of £21.49 for your service. This will leave your account on or after 01/11/2017.

 

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

Re: General Billing Query

This is mines.

 

Dear customer,
 
re: username [Removed]
 
We hope that you are enjoying Unlimited Fibre Extra account and finding our services of
exceptional value. This is just a brief note to let you know that we will
be taking the next subscription payment for your Unlimited Fibre Extra account
on 2017-11-18.
 
        
The subscription fee for your broadband account will be reduced if you currently earn a My Referrals
discount or you have been awarded a number of days service free of charge. For more 
information on how much you currently save with My Referrals, visit
Moderator's note by Mike (Mav): Personal information removed from a public forum to an area that staff can see.
Browni
Aspiring Hero
Posts: 2,280
Thanks: 775
Fixes: 45
Registered: 02-03-2016

Re: General Billing Query

Strange, let's hope a staff member picks this up tomorrow and can explain the difference.

Fwiw, the subject line of mine is 'Advance notice of your Direct Debit payment.'

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

Re: General Billing Query

I see that.  Would be sufficient for me.  Yours at least shows the balance.  Hope I get a resolution too. Thanks for your assistance.

Superuser
Superuser
Posts: 2,883
Thanks: 576
Fixes: 5
Registered: 06-04-2007

Re: General Billing Query

Do you pay by direct debit or by card?  I've a distant memory of the emails being different between direct debit and card, and possibly a difference between invoice and payment, but I could be mistaken.

Superuser
Superuser
Posts: 12,584
Thanks: 3,864
Fixes: 25
Registered: 22-08-2007

Re: General Billing Query

As a DD payer, in the early hours of the day following the end of my billing period (27th of the month) I receive an email...

Dear user name,

Account username: account-name

Company name: N/A

We'll soon be taking a payment of £3.00 for your service. This will leave

your account on or after 01/11/2017.

Direct Debit Payment Details

...Bank account name and Plusnet reference

Which is sent to the billing email address as detailed here - https://www.plus.net/my.html?action=view_details&s=0

rongtw
Seasoned Hero
Posts: 6,973
Thanks: 1,531
Fixes: 12
Registered: 01-12-2010

Re: General Billing Query

I pay by card and i Never see how much my bill is untill i pay it Sad  the Email i get does not give any amount to pay

Still wishing for a new billing system Roll eyes

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Plusnet Help Team
Plusnet Help Team
Posts: 8,948
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: General Billing Query


Bi9Yin wrote:

This is mines.

 

Dear customer,
 
re: username [Removed]
 
We hope that you are enjoying Unlimited Fibre Extra account and finding our services of
exceptional value. This is just a brief note to let you know that we will
be taking the next subscription payment for your Unlimited Fibre Extra account
on 2017-11-18.
 
        
The subscription fee for your broadband account will be reduced if you currently earn a My Referrals
discount or you have been awarded a number of days service free of charge. For more 
information on how much you currently save with My Referrals, visit
Moderator's note by Mike (Mav): Personal information removed from a public forum to an area that staff can see.

I'm not able to see this on your account. It doesn't appear to be genuine to me.

Mind sending me a PM with a screenshot of the e-mail and also the full headers too?

 

I can see we're sending you an e-mail every month on your bill date with the cost of your service on it.

One example can be found here.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Bi9Yin
Hooked
Posts: 7
Thanks: 3
Registered: 16-11-2017

Re: General Billing Query

I received an e-mail from this address today stating my payment had been taken and the amount.  Information matches payment taken.  Why am I only getting notice of the payment amount after the fact and never before?

Plusnet Help Team
Plusnet Help Team
Posts: 8,948
Thanks: 2,817
Fixes: 441
Registered: 21-04-2017

Re: General Billing Query

Thanks for sending the screenshot over via private message.

We've investigated this and I can say this is not a phishing email. It's genuinely from us.

 

I'm sorry for any concern caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team