Leaving Plusnet, but incorrect charge added

[#1]

I recently had an email from Plusnet telling me that my contract was due to end, and it was time for my end of contract review.

At the end of the email, it had the words, "If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice."  so I've done this, I telephoned the number on the email, gave notice, was told that a there would be a charge for leaving before the end of my contract end date.  

I said, that's not what the email says.  Apparently, he had no record of that email, so glad I kept it.  

Within 2 days I have received another email telling me how much the extra charge is going to be.

Can someone on staff please arrange for this to be removed from my bill?  

Kind regards

Duncan

[#2 · Accepted solution]

Hello @drt170 

Thanks for your time on the phone and your contact over the community forums. 

I've provided a record of our discussion over the support ticket open on the account just for your reference. 

Thanks.