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Incorrect Bills After Contract Renewal

FIXED
Moloch
Hooked
Posts: 9
Thanks: 5
Registered: ‎18-06-2020

Incorrect Bills After Contract Renewal

Hi,

I renewed my contract in July for 18 months.  I received an e-mail on 3/7 confirming the contract, and the discounted price.

My July and August bills were incorrect and billed at full price.  Plusnet refunded the difference when I contacted them on the 16/08, and I was told the problem was fixed and the discount would be applied to future bills.

However, I have received my September bill and that has also been charged at the full price.  When I log into the Member Centre, it still says that I'm out of contract.

I would be most grateful if one of the team could take a look and sort this out for me.  Happy to provide account details and question reference numbers via PM.

Thanks,

Matt

 

5 REPLIES 5
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,926
Thanks: 863
Fixes: 223
Registered: ‎27-04-2007

Re: Incorrect Bills After Contract Renewal

Hi there Matt, I'm so sorry that's happened again.

 

I've had a look over your account and can see the new contract is stuck in a "pending status" so the discounts haven't taken effect, I'll get that fixed going forward. Would you prefer a credit against your account balance for the over-payment or a refund? - Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Moloch
Hooked
Posts: 9
Thanks: 5
Registered: ‎18-06-2020

Re: Incorrect Bills After Contract Renewal

Hi Adam,

 

Thanks for looking into this.  A credit against the account balance is fine.

 

Thanks,

Matt

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,658
Thanks: 10,265
Fixes: 1,607
Registered: ‎21-04-2017

Re: Incorrect Bills After Contract Renewal

Fix

Hi Matt,

I've added the credit for you which will go towards your next bill and I've unstuck your contract so things should be okay moving forward but let me know if you have further issues or there's anything else you'd need help with. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Moloch
Hooked
Posts: 9
Thanks: 5
Registered: ‎18-06-2020

Re: Incorrect Bills After Contract Renewal

Thanks for resolving this so quickly.  I can see that the Member Centre has already updated and is showing the correct information.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,658
Thanks: 10,265
Fixes: 1,607
Registered: ‎21-04-2017

Re: Incorrect Bills After Contract Renewal

Cool. That's good to see and no problem Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet