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Line Rental overcharged

phenomena
Hooked
Posts: 6
Registered: ‎23-06-2021

Line Rental overcharged

Could somebody please advise on Question #213707858, which has been open and unresolved since 25 April? I have contacted Plusnet on multiple occasions through multiple channels to get this resolved, but still nothing has been done for what should be a simple billing issue: my line rental is too high.

(1) All invoices since agreeing my new contract (including latest, dated 23 June 2021) show Line Rental of £20.29 when it should be £18.00.
(2) I did not receive a post-bill credit for the previous month's Line Rental overcharge (£2.29).
(3) The CPI price increase scheduled for 30 June will also be calculated based on the wrong Line Rental amount unless this price issue is addressed before then.

How can I get this issue definitively resolved? The ticket history appears to show it being punted from one department to another with nobody taking ownership to actually fix it. Should I make a formal complaint to Ombudsman Services?  

9 REPLIES 9
adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 114
Registered: ‎01-12-2020

Re: Line Rental overcharged

Hi @phenomena

 

Thanks a lot for reaching out and apologies for the inconvenience caused here.

 

As my response to this contains billing information which is specific to your account, we're not able to share this in the public domain. I've therefore sent an email to the address registered on the account with further information regarding this. Please have a read, and feel free to reach out if you have any further queries.

-Adam - Plusnet Leeds

 Adam
 Plusnet Help Team - Leeds
phenomena
Hooked
Posts: 6
Registered: ‎23-06-2021

Re: Line Rental overcharged

Thank you for the reply in the ticket. I was overcharged £2.29 on the last invoice (23/05/2021) and this invoice (23/06/2021) - when will I additionally receive that £4.58 credit?

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 114
Registered: ‎01-12-2020

Re: Line Rental overcharged

My pleasure @phenomena

 

The invoice which was received on 23/05/2021 appears to be correct, however the latest one generated today is not.

 

The actions to ensure that your bill is correct going forward need to be done manually, which is why there is an open Ticket on your account with our Customer Options Team.

 

We'll ensure that the correct credits are being applied onto the account on a monthly basis so that when your bill is produced on the 23rd of each month, it totals £18.83 (including the CPI+ increase)

 Adam
 Plusnet Help Team - Leeds
phenomena
Hooked
Posts: 6
Registered: ‎23-06-2021

Re: Line Rental overcharged

Unfortunately it's not quite right.

I was charged £20.29 line rental instead of £18.00 on invoice dated 24/04/2021. This was credited £2.29 to correct the mistake (which appeared on the next invoice).

I was charged £20.29 line rental instead of £18.00 on invoice dated 23/05/2021. I have so far not received any credit to correct this mistake.

I was charged £20.29 line rental instead of £18.00 on invoice dated 23/06/2021. I have so far not received any credit to correct this mistake.

So I am missing 2 * £2.29 credits at the moment. While your actions look like they will address the ongoing (future) overcharging, the past overcharging still needs to be corrected (£4.58 credit required). 

 

 

adam945
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 114
Registered: ‎01-12-2020

Re: Line Rental overcharged

thank you for your response @phenomena

 

If you take a closer look at the bill itself on 23/05/2021, you'll find that while the Line Rental was charged at £20.29 (which it will say on ever bill), there is also an adjustment on there of -£2.29, bringing the overall bill down to £18.00.

 

A refund of £1.46 has now also been processed in regards to the latest invoice - 23/06/2021.

 

This refund is lower, and will be £1.46 going forward as the CPI+ price rises have now come into effect.

 Adam
 Plusnet Help Team - Leeds
phenomena
Hooked
Posts: 6
Registered: ‎23-06-2021

Re: Line Rental overcharged

"If you take a closer look at the bill itself on 23/05/2021, you'll find that while the Line Rental was charged at £20.29 (which it will say on ever bill), there is also an adjustment on there of -£2.29, bringing the overall bill down to £18.00."

The -£2.29 adjustment that appears on the 23/05/2021 invoice is adjusting the overcharge from the previous bill of 24/04/2021. But I've never received an adjustment to adjust the overcharge from the 23/05/2021 bill.

Gandalf
Community Gaffer
Community Gaffer
Posts: 25,915
Thanks: 9,539
Fixes: 1,512
Registered: ‎21-04-2017

Re: Line Rental overcharged

Thanks for getting back to us @phenomena 

I'm sorry for the issues you've had with your bills. I've been looking into this and as we've finished for the night now, I'll need a bit more time. I'll check back tomorrow and update the support ticket 213707858 on your account.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet
phenomena
Hooked
Posts: 6
Registered: ‎23-06-2021

Re: Line Rental overcharged

"From what I can see on your bill dated the 23/05/21, we added a credit of £2.29 bringing this down from £20.29 to £18 we've taken on the 01/06/21."

The credit of £2.29 appearing on the bill dated 23/05/2021 is for the overcharge on the previous bill dated 24/04/2021. I have so far never received a credit to adjust the overcharge from the 23/05/2021 bill.

 

 

Gandalf
Community Gaffer
Community Gaffer
Posts: 25,915
Thanks: 9,539
Fixes: 1,512
Registered: ‎21-04-2017

Re: Line Rental overcharged

I've already seen your response on the ticket and added a reply Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role within Plusnet.
 Anoush Mortazavi
 Plusnet