Incorrect cancellation charges shown on account ?
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Incorrect cancellation charges shown on account ?
06-11-2014 9:08 AM
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 10:51 AM
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 11:17 AM
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Thanks for picking this up.
PM sent. Although I always understood that the username was linked to the forum account. ?
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 11:44 AM
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 1:34 PM
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Found out what the issue is. Your total cancellation fees (should you cancel now) would be £51.60 (+ cessation fee is applicable). This is because you paid for Line Rental Saver and as such, only pay for the broadband cancellation fees.
Because the account has both phone and broadband, it's automatically added the higher cost however should you cancel, the correct fee would be manually adjusted.
I'm sorry about the confusion caused there. I hope this helps.
Many thanks
Re: Incorrect cancellation charges shown on account ?
06-11-2014 1:43 PM
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Quote from: MisterW It's not urgent, but could a CRT member have a look at my account and explain the early termination charges. I have just (today) moved my phone over to PN, paid line rental in advance, and agreed a new contract for BB. My account shows an early termination charge of £82.80 which appears to be £6.90/month whereas my confirmation email says £4.30/month. The £4.30/month would appear to be the correct amount according to this http://www.plus.net/info2/legal/price_guide.html . So perhaps someone could explain how the differing amount is arrived at ?
I'm in a similar position (moved broadband and phone to Plusnet and paid LRS) but for me the early termination charge shows as £62.70 upon cancellation. Maybe they are using a random number generator?
Re: Incorrect cancellation charges shown on account ?
06-11-2014 1:53 PM
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Not that I have any plans to cancel, but that sounds about right Alex i.e 12 * £4.30. I still can't rationalise the original £82.80 but I'll just quit whilst it's in my favour I think...
Quote Your total cancellation fees (should you cancel now) would be £51.60 (+ cessation fee is applicable
@matl,
It's called the PlusNet billing system
Quote Maybe they are using a random number generator?
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 1:58 PM
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It will be the same issue. I promise we don't use a random number generator but I can see why you'd think that.
Let me know if I can help
@MisterW
I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
Sorry about this. Glad it's sorted
Re: Incorrect cancellation charges shown on account ?
06-11-2014 2:13 PM
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It IS a random number generator then . The cessation fee is shown separately on the account so it can't be that Alex. As I said, I've been with PN for a while now and have no intention of cancelling, but to a new customer these sort of things are concerning.
Quote I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Incorrect cancellation charges shown on account ?
06-11-2014 2:21 PM
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Re: Incorrect cancellation charges shown on account ?
06-11-2014 2:34 PM
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Thanks for that, I'd not noticed that at the time. It does beg the question as to why Alex wasn't told by billing that it was a problem currently under investigation.
Maybe Alex could find out what the current status of the problem ( 82656 ) is, since it's obviously not fixed.
@mods, Should this thread be merged with the existing one perhaps, since it's obviously the same problem ?
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Re: Incorrect cancellation charges shown on account ?
14-11-2014 12:55 PM
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Quote from: alexdevine Hi matl,
It will be the same issue. I promise we don't use a random number generator but I can see why you'd think that.
Let me know if I can help
@MisterW
I totalled £81.60 (£51.60 + Cessation fee) but it still didn't work out.
Sorry about this. Glad it's sorted
Alex
Thanks for this. However I'm now more confused.
£62.70 works out at £5.225 per month for 12 months, £5.70 per month for 11 months or £6.27 per month for 10 months. I can't see how this ties up with any of the numbers in the price guide.
If I understand the situation correctly if I cancelled (which I'm not planning to do) I would be charged:
Broadband : £4.30 per month for each remaining month of the 12 month term.
Phone : £0.00 (although I would not get a refund for the unused period of the prepayment)
Evening and weekend calls :
Caller Display :
A further £30.00 would be charged if broadband was treminated in the first 12 month, but not on migration to another provider or on cancellation outside of the 12 month minimum contract.
Please could you confirm my understanding and fiil in the missing items?
Re: Incorrect cancellation charges shown on account ?
14-11-2014 1:18 PM
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Quote A further £30.00 would be charged if broadband was terminated in the first 12 month, but not on migration to another provideror on cancellation outside of the 12 month minimum contract.
Re: Incorrect cancellation charges shown on account ?
14-11-2014 1:42 PM
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In the case where someone is on a £2.50/month deal for BB with a 12 month contract, surely any early termination charges can't be more than the remaining cost of the contract. Wouldn't that be unfair contract terms? See OFCOMs guide here http://stakeholders.ofcom.org.uk/binaries/telecoms/policy/addcharges.pdf paras A1.69 through A1.79
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Re: Incorrect cancellation charges shown on account ?
14-11-2014 1:47 PM
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Even odder is that my cancellation charges would reduce if I took Anytime Calls off and that doesn't affect the contract as it isn't part of it
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