LRS paid but latest bill lists monthly rental
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- Re: LRS paid but latest bill lists monthly rental
08-09-2018 4:38 PM
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Plusnet phone on 16 August became my call provider, and on that day I paid for LRS. However the latest bill, due for payment on 12 September lists a monthly rental charge. Can that be correct?
Fixed! Go to the fix.
Re: LRS paid but latest bill lists monthly rental
08-09-2018 8:52 PM
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It's a long standing problem which happened to me last year. You'd think that it would be easy enough to incorporate a check into any database to look for a 'has current LRS' flag.
Re: LRS paid but latest bill lists monthly rental
09-09-2018 12:12 AM
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Let's see if it's picked up from here and corrected.
10-09-2018 3:51 PM
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Hi Luzern,
Sorry to hear that this has happened. I've raised this to our billing team to get corrected for you, and you should receive an update shortly.
Re: LRS paid but latest bill lists monthly rental
10-09-2018 5:55 PM
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I have unfortunately faced the same problem even though I tried everything to get it corrected before the duplicate payment was due to be taken. I paid the line rental in advance well before the service was even connected only to check my bill and see that it was to be taken again via direct debit on the 10th September. I contacted the call centre on the 4th September to give plenty of time to resolve the issue and avoid taking a duplicate payment in error. All to no avail despite following up the telephone conversation with several messages without any response. I've now had to join this community and waste more time in the hope that someone will respond to my requests and correct this avoidable error, shocking customer service and so disappointing.
Re: LRS paid but latest bill lists monthly rental
11-09-2018 10:08 AM
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I'm really sorry to hear this.
I can see that a ticket has already been sent to the relevant team to rectify this issues, however, I am currently tying to link in with somebody who may be able to get this sorted out quicker for you.
I'll update your account once I know more.
Kind Regards,
MoR
Re: LRS paid but latest bill lists monthly rental
11-09-2018 12:44 PM
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@Strat or other mod
Would it be better to hive off what relates to @neverletmedown, so there's no muddle?
Re: LRS paid but latest bill lists monthly rental
11-09-2018 4:26 PM
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Alisdair, can you please confirm that a full refund has been actioned today. Unfortunately the ticket you refer to was sent on the 5th September after I raised the potential issue by looking at the bill that was generated well in advance, this ticket didn't stop you from taking the payment in error on the 10th September although you had a number of days to avoid this from happening. If you can speak to someone in person as soon as possible that can issue a refund today rather than chasing up the previous ticket or worse still creating a new ticket then it should be an extremely simple procedure if someone takes ownership today.
Re: LRS paid but latest bill lists monthly rental
11-09-2018 7:33 PM
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Hi @neverletmedown,
I'm afraid our billing team have left for the day, however I've sent an email to a colleague to try and escalate this for you.
Apologies for any inconvenience caused by the delay so far. Thanks for your patience.
Re: LRS paid but latest bill lists monthly rental
11-09-2018 8:43 PM
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Any response to your e-Mail Harry, if not then surely it's possible to speak to your colleague in person? I'm really not sure why Alisdair couldn't speak directly to billing this morning and organise the refund hours before they left for the day. I really hope one of you are able to speak to the billing team and organise a refund when they are back tomorrow morning because there can't possibly be any more excuses available to you.
Re: LRS paid but latest bill lists monthly rental
11-09-2018 10:26 PM
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You can request your bank to reverse the DD charge as 'invalid' under the Direct Debit Guarantee and the money should be back in your account within hours. When the new billing system is settled Plusnet will correct their internal data.
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: LRS paid but latest bill lists monthly rental
12-09-2018 10:55 AM
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Thanks Maurice, Harry will be able to organise a refund from the billing team this morning so I'm sure he will confirm this has been done shortly.
Re: LRS paid but latest bill lists monthly rental
13-09-2018 2:30 PM
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Any news Harry or Alisdair?
Re: LRS paid but latest bill lists monthly rental
13-09-2018 6:30 PM
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Why not just cancel the Direct Debit authority? That tends to get people's attention.
Re: LRS paid but latest bill lists monthly rental
13-09-2018 7:38 PM
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Hello @neverletmedown
I am very sorry for the inconvenience caused from this. I have updated your ticket on your members portal, you can see my response by Clicking Here
If you need any further assistance, feel free to ask - Wakas
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