Increase

[#1]

@jwsg - I suppose it'll take a while for customers to notice after the April billing date if they compare the Feb. email with the latest bill email. And ,if like me ,the difference is only a few p ,many won't notice.

As to the Dashboard contract price ,I suspect relatively few PN customers ever look at it!

[#2]

No update to the Dashboard in the members area for me either it's still showing the wrong amount since the price increase, so looks like it wasn't sorted yet hopefully someone from staff can look into it once the Easter break is over.

[#3]

Dashboard and new bill now showing the correct discounts

[#4]

Mine doesn’t, even though I recontracted at a lower price it still shows the high price

[#5]

My Dashboard and the next bill due to be taken on Tuesday ,now agree - but still 3p more than the amount in the Feb email !!! The small discount I get on the rental price hasn't been increased by the 14.4%

[#6]

Possibly that discount adjustment still needs to be processed.

[#7]

I just checked my dashboard today because I'm due a new bill on this week and I to have an increase of some 24.4% (£6.85) so moving my monthly total to £28.07 from £21.22, even though the 14.4% increase was confirmed in an email on the 1st March of £3.06 (rounded 14.4%) which should take it to £24.28.

Not at all sure why this should be so complex as the increase has already been correctly calculated and confirmed in the email on 1st March

I'll check again on Tuesday as due to Easter it's pretty pointless me ringing them I'd suspect; pity there isn't more official feedback though

[#8]

There’s no need to call - the advice is it will sort itself out. Telling you what the new charge will be (by email) and adjusting the billing system one can guess are not the same thing.

[#9]

I'll give it a few days then, it's probably too late for my April bill anyway as that's due to be generated by the 12th

Yeah, appears to be two different systems, can't think why you'd do that, especially when it appears one system has the correct algorithm 🤔

[#10]

The task of generating the email figure was simple - read the last monthly billed total and multiply by 0.144 - without updating accounts.

The increase has been known for months and it's the second year of CPI rises so the task of updating accounts ought to have been just as straightforward - multiply discounts by 1.144 - so it's very poor and with a lack of communication and still ongoing a week later. 

[#11]

Updating the product charges is probably very straight forward - a hand full of database records.

Discounts will need to be done account by account, product by product.

[#12]

It was known in January what the increase would be so I’m surprised a “mistake” was allowed to shock customers. Surely the 14.4% is just a percentage of the contracted cost.
Discounts per account may be current but it’s still 14.4% of that account contract.
Customers should never have seen a 24% increase, I recontracted on impulse, now ended up back on 18 months! Looks like my recontracted price will actuary be almost the same as the proper increase. 🙄

[#13]

There may be occasional issues with the billing system like only one product change at time, or discounts agreed over the phone for a re-contract not being actioned in the next bill, but this was a planned systematic all-accounts change with plenty of time to prepare for. If there was some error running the scripts so they failed to update discounts at the start of the month then some communication from PN would have avoided all this uncertainty and guesswork.

[#14]

Agreed, and maybe that's how the originally email confirmation worked it out and was correct, I don't think there's anything complex about it, whereas the billing system seems rather flaky / overly complex.  Yes, makes me wonder, given how much lead time they had, why it has been allowed too occur, it's quite bad

[#15]

Well I’ve been billed a 28% increase. It’s probably actually illegal to take that direct debit.

Not only is the amount wrong, I’ve recontracted at £26.99, then again at £25.99.

The dashboard corrected to £26.99 yesterday, the 24 month £25.99 recontract is still pending after a week.

But I’ve been billed 30 🙄🤷‍♂️