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Haven't started a new service with you yet I have had an email saying you are billing me £28.99

chrispeach1
Grafter
Posts: 45
Registered: 19-04-2016

Haven't started a new service with you yet I have had an email saying you are billing me £28.99

Haven't started a new service with you yet I have had an email saying you are billing me £28.99

 

There is no way of asking a question on your website any more - it is very frustrating as I don't have time to endlessly stay on hold or stay on your chat browser waiting for a response

5 REPLIES
Jonpe
Aspiring Champion
Posts: 1,928
Thanks: 505
Fixes: 6
Registered: 05-09-2016

Re: Haven't started a new service with you yet I have had an email saying you are billing me £28.99

As far as I can remember, PN take the first month's charges as soon as you sign up, and also payment for sending you their router (if you have chosen to have one).  The next bill should then be issued a month from the date your service 'goes live', and will cover the second month of service and so on.

chrispeach1
Grafter
Posts: 45
Registered: 19-04-2016

Re: Haven't started a new service with you yet I have had an email saying you are billing me £28.99

No this was for my house move.

 

I have been with PlusNet for the past 6+ years.

 

I am moving house so decided to stay with you.

 

You offered a free router (not received).

 

I was supposed to move house on 30th August however this was delayed and I messaged you informing you of this yet you are billing me £28.99 for a service which hasn't yet started.

 

Please reply as a matter of urgency or I will be cancelling and going elsewhere when I move.


Thanks,

 

Chris

chrispeach1
Grafter
Posts: 45
Registered: 19-04-2016

Re: Haven't started a new service with you yet I have had an email saying you are billing me £28.99

any response on this from the PlusNet teamHuhHuh

Plusnet Staff
Plusnet Staff
Posts: 2,145
Thanks: 372
Fixes: 117
Registered: 22-08-2015

Re: Haven't started a new service with you yet I have had an email saying you are billing me £28.99

Sorry that you haven't had a response from us here yet.

During house moves we aren't able to pause the billing on the account, so once the house move completes and the service is provided at your new address, the agent that closes your house move ticket should calculate and issue a refund to cover your down time.

I hope this helps

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
chrispeach1
Grafter
Posts: 45
Registered: 19-04-2016

Re: Haven't started a new service with you yet I have had an email saying you are billing me £28.99

I have never heard such absolute nonsense in all my life

 

How can I enter into a contract for something when I can't have any use of it?

 

I haven't moved house yet and at the moment the move is completely not happening

 

I will let you know when I have exchanged contracts but until then please revert to the contract that I have had with you for the past 6 years