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Line Rental Saver being used to Pay Bills

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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Line Rental Saver being used to Pay Bills

Since renewing my line rental I haven't be charged via my Direct Debit as the line rental saver money is being used as a credit on my account. This has been reported via chat each month but nothing has happened to correct this problem. This is a ridiculous  situation as I'm gradually become more in debt to Plusnet. 

This is not the first billing issue that I've experienced! 

Does this issue count as a reason under my contract to leave Plusnet without penalty and receive the amount back that I'm in credit or am I stuck until my contract ends? I'm happy with the performance of my Broadband, etc. but these billing issues which lurch from one issue to another are really annoying. 

9 REPLIES 9
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Plusnet Help Team
Plusnet Help Team
Posts: 1,219
Thanks: 207
Fixes: 43
Registered: ‎07-12-2017

Re: Line Rental Saver being used to Pay Bills

Hi @amuckelt32, I'm really sorry that you are impacted by this issue affecting a small number of our customers. Please be assured that we are working to resolve this.

 

Though you wouldn't be eligible to leave without penalty at this point, I have taken ownership of this for you in the meantime so I can monitor for the issue being resolved for you.

 

I have created a ticket on your account here.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Re: Line Rental Saver being used to Pay Bills

Your replat was made 3 weeks ago and as far as I'm aware nothing has changed!

However, I note that I am now able to leave without penalty because you increased call charges in December 2019 without letting customer know they could leave without penalty. An email from Plusnet stating this received 5th February. I have a month to conatct you to confirm a 14 day notice period before I leave, Hopefully, I'll find a supplier who has a billing system that actually works! 

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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Re: Line Rental Saver being used to Pay Bills

Having rechecked the email about the increase in call plan charges and see the special offer link at the bottom of the email, I've signed up to another 18 months at a cosy of £8 per month for Broadband! I still hope the billing issue gets sorted. I surpose that making this change may complicate the problem.

 

Anthony

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Plusnet Help Team
Plusnet Help Team
Posts: 689
Thanks: 89
Fixes: 52
Registered: ‎02-05-2017

Re: Line Rental Saver being used to Pay Bills

Thanks for getting back to us @amuckelt32

 

I'm pleased to hear you've renegotiated a new deal with ourselves. If you do experience any further issues with your billing, just let us know and we can take a look into this for you.

 

Regards

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Re: Line Rental Saver being used to Pay Bills

Thanks for your reply.

 

I have negotiated a new contract but my billing problem still exists. Today my billing amount was taken from the remaining credit from my LRS as it has been for the last few months.

I have a ticket on my account which is monitored each month, Plusnet reports back each time that I still have a problem. It is not clear when/if the problem will be rectified. From the replies to my post I am not alone.

Also, I have recently posted a new topic as I tried to change my call plan and your system indicated that my new payments would commence in a months time at a price which didn't take any account of the £12.99 discount agreed for the new contract. Hopefully, I have managed to revert the Call Plan in existence before the attempted change.

 

Regards

 

Anthony

Plusnet Help Team
Plusnet Help Team
Posts: 130
Thanks: 8
Fixes: 6
Registered: ‎23-12-2019

Re: Line Rental Saver being used to Pay Bills

Hi @amuckelt32

 

I am sorry to hear this.

 

I have now addressed your query via a ticket on your account. If you have any further questions, please let us know!

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Re: Line Rental Saver being used to Pay Bills

Having been advised that new prices are shown excluding any discount I have now changed my calling plan. I will monitor my future bills to ensure all discounts are in place.

 

Thanks

 

Anthony

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Hooked
Posts: 8
Thanks: 4
Registered: ‎20-10-2018

Re: Line Rental Saver being used to Pay Bills

Good luck with the LRS problem, I'm in the same boat and have been since last October.

I _believe_ this problem with Plusnet's billing system has been ongoing for roughly 16 months, so don't hold your breath whilst waiting for a fix.

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Dabbler
Posts: 17
Fixes: 1
Registered: ‎19-10-2011

Re: Line Rental Saver being used to Pay Bills

I'm just waiting for my credit on the account to run out to see what happens then! It's annoying that I'm losing the cashback each month on my current account because of this error.