Mistake on bill

[#1]

Hi, 

There appears to be a mistake on my mobile bill for this month.  I usually pay £6 per month but have been charged £12.  I have not used more data or texts than usual and wasn't given an email/text alert indicating this. 

Please could someone from the Plusnet team assist. 

Many thanks. 

[#2]

Sorry to hear this, @wivenhoe6 

Can you confirm if this is in regards to the mobile number ending 454 or 551? 

Thanks, 

MoR

[#3]

Thanks for getting back to me.  I had meant to say £11 instead of £12 on my previous post. 

It's for the number ending in 454. 

Many thanks 

[#4]

@wivenhoe6 - I am unable to see this on your account at all? 

As far as I can see there are no extra charges on your account and most recent invoice. 

Can you tell me where you are noticing this extra charge? 

Thanks, 

MoR

 

[#5]

I'm sorry, it's the number ending 551 & the charge is £11.39. I received an email yesterday in the early hours.

[#6]

@wivenhoe6 - looking at the invoice in question there appears to have been multiple MMS messages sent over the last billing period. 

The charge for these MMS messages are 33p per time. 

Should you wish to know more about these (as I can not provide you with account specific info on the forums) I'd suggest calling 500 from your Plusnet SIM and asking them to provide you with the numbers, dates and times these have been sent so you can cross reference against your phone logs. 

Thanks, 

MoR

[#7]

Thank you I understand. It's my mum's mobile number, I will once again try and explain the difference between sending a free email and a MMS meesage. 

Is there a way that I can place a price cap so that they can't be sent?

Thanks again for your help.

[#8]

Hi there, 

Yes we can set a smart cap limit to the account. Let us know if you'd like us to put that in place and what you'd like it set to. 

[#9]

Thank you.

Could you please set a limit for both accounts/mobile numbers so that no extra charges can be made.

One account should be £5 per month & the other £6 per month.

Many thanks.

[#10]

Sure, can you PM me to let me know which limit you'd like to have set against each account please? 

[#11]

Thanks Adam, I have sent you the PM. 

[#12]

Thanks for sending that over to Adam.

Before making the smart cap changes, I've sent some DPA questions via PM.

If you could respond to my PM confirming the requested details, I'll aim to get the smart cap(s) updated as soon as possible for you.

Thanks.

[#13]

Thanks Harry, I've sent you a PM with the data that you requested.

[#14]

@wivenhoe6 @HarryB

I thought you could change the Smart cap yourself now from the Account login

https://community.plus.net/t5/Mobile/Smart-Cap-Self-Serve-Changes/m-p/1575705

[#15]

Thanks @wivenhoe6, I've replied via the PM and updated that accordingly for you.