Mistake on bill
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Account/Billing
- :
- Mistake on bill
Mistake on bill
28-01-2019 2:25 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Mistake on bill
28-01-2019 3:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Sorry to hear this, @wivenhoe6
Can you confirm if this is in regards to the mobile number ending 454 or 551?
Thanks,
MoR
Re: Mistake on bill
30-01-2019 9:59 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
Re: Mistake on bill
30-01-2019 11:57 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@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
Re: Mistake on bill
30-01-2019 2:56 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I'm sorry, it's the number ending 551 & the charge is £11.39. I received an email yesterday in the early hours.
Re: Mistake on bill
30-01-2019 3:07 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@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
Re: Mistake on bill
30-01-2019 3:16 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Mistake on bill
30-01-2019 3:26 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Mistake on bill
30-01-2019 3:39 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Mistake on bill
30-01-2019 4:13 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Mistake on bill
30-01-2019 4:27 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks Adam, I have sent you the PM.
Re: Mistake on bill
30-01-2019 5:37 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
Re: Mistake on bill
30-01-2019 6:02 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks Harry, I've sent you a PM with the data that you requested.
Re: Mistake on bill
30-01-2019 6:52 PM - edited 30-01-2019 6:52 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
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: Mistake on bill
30-01-2019 7:00 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Thanks @wivenhoe6, I've replied via the PM and updated that accordingly for you.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page