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Incorrect billing for 1 year - still ongoing

Hooked
Posts: 6
Thanks: 1
Registered: ‎17-06-2020

Incorrect billing for 1 year - still ongoing

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?

4 REPLIES 4
Aspiring Pro
Posts: 104
Thanks: 26
Fixes: 4
Registered: ‎14-11-2017

Re: Incorrect billing for 1 year - still ongoing

@bill16 

Just to clarify, when you renewed did you recieve an e-mail confirming the £27.98 per month deal?

Assuming you did, do you still have the e-mail?

It's likely to be a Moderator who will need to look into this.  Hopefully a more experienced member will be able to get you some help.

Kind Regards,

CJT
Hooked
Posts: 6
Thanks: 1
Registered: ‎17-06-2020

Re: Incorrect billing for 1 year - still ongoing

Hello @CJT-80 - yes, I have an email with the chat transcript when we upgraded confirming the price details.

Hopefully someone will be able to look into it further. 

Plusnet Help Team
Plusnet Help Team
Posts: 218
Thanks: 52
Fixes: 21
Registered: ‎31-03-2020

Re: Incorrect billing for 1 year - still ongoing

Hi @bill16, I've looked into that for you and sent an email with some further information.

If this post resolved your issue please click the 'This fixed my problem' button
 Will
 Plusnet Help Team
Hooked
Posts: 6
Thanks: 1
Registered: ‎17-06-2020

Re: Incorrect billing for 1 year - still ongoing

Hi @WillF  - thanks for the reply and confirming that a refund will be made.

It's a shame the issue cannot be resolved permanently so unfortunately I can't mark the post as fixed. However if the automatic or manual fix is applied successfully for a few months it may be that I can update the status. 

Thank you.