Oh bother, I thought I had it.
So your old contract was £24.02 and this was due to end on 19th January and your billing date range was from Dec 20th to Jan 19th.
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From what you've said (about the money being taken today) this £24.02 was taken from your bank on 29th December - the actual bill is produced in advance of the monies being taken from our bank accounts but as it's been a while since I've looked into this I've forgotten how many days this is - but you'd paid up until 19th January
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Have they said or do you know where the £29.03 came from? As your old price was £24.02 and the new one was £23.49. Any overlap of dates would surely be lower than your total monthly bill, wouldn't it?
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Your OLD contract
24.02 x 12 months = 288.24 per year (only using 12 months as an example)
288.24 / (divided) by 365 days = 0.79 (rounded up) per day.
I THINK Plusnet have given you the new price during the contract renewal on 5th January even though you can see your expiration date of the contract will be on the 20th. Maybe they will confirm?
Your new contract
Using the above guesstimated figure of 79p per day
Therefore £0.79 x 10 (this being me including the 5th day and the 14th day and all those in between = £7.90
(and £7.90 is close enough to £7.01 for this example)
Although there are 6 days remaining from 15th to the 20th
So they owe you a refund to finish off any overlap with the old contract and from 20th January you need to pay £23.49
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I have NO CLUE where this £29.03 came from and IF I'm right this was too high anyway, it's sounding like around £5.51 should maybe have been deducted from the older price of £24.02, thus you should have paid £18.51 and not £23.52.
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Why their system couldn't simply say I've already put the bill through at £24.02, but as you renewed on the 5th I need to refund you from the 5th to the 20th and we'll refund that asap and simply bill you at the new price from the 20th moving forwards.
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Do Plusnet use the same software as the Royal Mail <coughs Horizon> and if I was either the gaffer or worked for Plusnet I'd give you at least £23.49 back as a gesture of goodwill for all the stress and anxiety this has caused you.
I am truly sorry if this confuses matters further, it is most certainly not my intention.
@MisterW wrote: snipped
Knowing the PN billing system it probably looks way more complicated than that on the breakdown with refunds for charges previously paid and then charges for previous discounts refunded.
Amen
