Important information about your charges - Incorrect prices

[#1]

Hi,

Is this forum still supported by Plusnet's version of the A-Team? Pretty sure it was the amazing @Gandalf who helped me last time 😃 😘 😉

I'm acting on behalf of my parents account, appreciate GDPR - please let me know how I can progress this on their behalf.

They've received this email today:

But the fee of £35.98 isn't due until December 2021.  It should be £22.99/month until then - see the email extract below.

Please can you advise how I can progress this for them OR an email address they can send the information to to get it corrected?

Many thanks

Carolyn

[#2]

@Caz6caz6 

Hi welcome to the Forums.

Assuming you are listed on their account to act on their behalf (security etc). Then ring the provide number direct 0800 328 4620, I believe its a direct number to the billing team.

[#3]

@Caz6caz6 

You need to get your parents to add you to their account as a named person authorised to discuss isses on their behalf. Not easy at the moment I agree as it's so difficult to talk to Plusnet.

As for support from Plusnet they are a bit this on the ground but some are still around, including Gandalf when he's not wizarding elsewhere.

[#4]

Thanks @Baldrick1 (another hero in his own right!) 

Yeah I expected the authorised person thing but am not set up yet - Gandalf helped me last time although it wasn't really account/data/GDPR related.

They're happy to email themselves - they just can't be dealing with a battle!  I just need to find the team which knows about this and can go "oh yes, another one that slipped our net, fixed. Next!" 

[#5]

@wakeman 

No I don't have access yet but I'll bank that number in case they need to call to add me.  Thanks!

[#6]

Thanks for your post @Caz6caz6 and kind words

I'm sorry to see the prices we've quoted are incorrect.

Let me look into this further with our billing team tomorrow and I'll provide an update as soon as I know more.

[#7]

It's times like this I wish these forums had a heart button - deserves something a bit more than a thumbs up! Thanks @Gandalf 

[#8]

Certainly feedback to take on-board!

I do like the react 'like' buttons on Facebook.

[#9]

I hope you get a response soon. I received the same email yesterday, so I'll wait to see if gandalf gets back to you before I contact customer services.

[#10 · Accepted solution]

Hi @Caz6caz6 and also @mattyyellow 

It looks like the quoted price in that email we've sent doesn't include any discounts if you're in contract with us. I've discussed this with a colleague from our billing team and I'm advised that when the fix is rolled, any relevant discounts will be added to make your monthly cost as previously agreed.

If anybody else has received this email, the same would go for them too.

I hope this helps and I apologise for the confusion we've caused.

If there are any further issues though please feel free to let me know.

[#11]

Thanks @Gandalf!

Confusing communication and shame about the extra demand it’ll drive into Plusnet at an already busy time but good outcome nonetheless. We’ll watch the DD amount when it takes it! 👍

[#12]

Thank you @Gandalf for your quick response. 

[#13]

No problem at all and sorry again for the confusion.

[#14]

I have had exactly the same e mail today (25th Sept) and I am deeply concerned if this is a scam. I am sure I have paid the correct amount. Do I just ignore the e mail?

[#15]

Correct, it's not a scam and apologies for the confusion. 

With regards to your monthly cost I've gone into further detail Here. 

Moderator's note by Dick (Strat): Link fixed.