I have raised this issue multiple times via web chat and phone calls but given that other users seems to have had similar issues resolved here by Plusnet staff I thought it was worth a try.
I renewed my contract in May 2019 to Unlimited Fibre Extra, expecting to pay £27.98 for 18 months. However we have always been overcharged with a bill of £34.98. Using webchat or phone contact, I have been able to obtain a refund a couple of times, at my request. Last time I spoke to a Plusnet operator I was told that the account has a 'flag' due to a back end issue that is being investigated and they are unable to amend the billing details. I was told that the only thing I could do was manually request a refund every few months.
This seems totally unacceptable - not only did Plusnet fail to inform me of the billing issue, they cannot refund my money without me asking each time. There is very little chance that I will be renewing with Plusnet when my contract ends despite the fact we have been with the company for many years. I have to say I'm not convinced we actually get the product we pay for given that last time I spoke to an operator they noticed there was some sort of cap on the line.
To make matters worse, having just logged into my account I am presented with a personalised banner telling me that I can "get another great broadband deal" for the same product from £30.99 a month! Whilst this is more than the contract I signed up to, it is still less than the incorrect bills I receive.
Is anyone able to investigate further?
