General Billing Query
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General Billing Query
16-11-2017 8:44 PM - edited 16-11-2017 8:45 PM
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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
Re: General Billing Query
16-11-2017 9:05 PM - edited 16-11-2017 9:07 PM
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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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Re: General Billing Query
16-11-2017 9:19 PM - edited 16-11-2017 9:20 PM
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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
Re: General Billing Query
16-11-2017 9:32 PM
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I receive an email a few days before the money is taken, is your email address correct in the member centre?
Re: General Billing Query
16-11-2017 9:37 PM - edited 16-11-2017 9:39 PM
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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 | |
Re: General Billing Query
16-11-2017 9:39 PM
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This is the latest email I received.
Dear xxxxxxxxx,
Account username: xxxxxxxxxxxxx
Company name: N/AWe'll soon be taking a payment of £21.49 for your service. This will leave your account on or after 01/11/2017.
Re: General Billing Query
on 16-11-2017 9:41 PM - last edited on 16-11-2017 9:43 PM by Mav
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This is mines.
Re: General Billing Query
16-11-2017 9:57 PM
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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.'
Re: General Billing Query
16-11-2017 10:00 PM
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I see that. Would be sufficient for me. Yours at least shows the balance. Hope I get a resolution too. Thanks for your assistance.
Re: General Billing Query
17-11-2017 8:07 AM
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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.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: General Billing Query
17-11-2017 11:30 AM
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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
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: General Billing Query
17-11-2017 1:19 PM
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I pay by card and i Never see how much my bill is untill i pay it the Email i get does not give any amount to pay
Still wishing for a new billing system
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Re: General Billing Query
17-11-2017 3:27 PM - edited 17-11-2017 3:28 PM
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@Bi9Yin wrote:
This is mines.
Dear customer,re: username [Removed]We hope that you are enjoying Unlimited Fibre Extra account and finding our services ofexceptional value. This is just a brief note to let you know that we willbe taking the next subscription payment for your Unlimited Fibre Extra accounton 2017-11-18.The subscription fee for your broadband account will be reduced if you currently earn a My Referralsdiscount or you have been awarded a number of days service free of charge. For moreinformation on how much you currently save with My Referrals, visitModerator'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.
Re: General Billing Query
18-11-2017 1:22 PM
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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?
Re: General Billing Query
21-11-2017 4:20 PM
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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.
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