Mysterious additional charge on September bill, still not refunded

[#1]

Clearly the move to the new billing system has caused a lot of problems.  In my case, my September bill had the usual £9.99 charge for value broadband, was missing my usual 50p referral discount, and had a mysterious 'Balance brought forward' of £9.98, making a total of £19.97.

The missing referrals discount has been corrected in my October bill.  That leaves the mysterious £9.98 charge.

I queried the additional charge in a chat on 14 Sep and was assured this was a mistake.  The agent raised question 182640802 against my account, but it was closed on 4th Oct with the comment '2 bills were outstanding August and Septembers so £19.98 is correct.'  This is rubbish -- the amount is £19.97 (not £19.98), and more importantly my bank statement shows direct debit payments of £9.49 going to PlusNet on 17th Jul and 17th Aug.  And of course a payment of £19.97 on 18 Sep for this erroneous bill.

Please, please can someone correct this.

[#2]

Sorry to hear this.

I've asked a colleague in our billing team to see if they can shed some light on this

[#3]

I agree. My bill is £13 higher than agreed. I've submitted 3 support emails since October 2nd, all ignored.

NOT IMPRESSED.

[#4]

Hi @russhughes,

Please accept our sincerest apologies for the delay in our response. I'm afraid tickets are not an immediate response platform.

I have responded to your ticket here

Please let us know if we can be of further assistance.

Thank you.

[#5]

Can someone please read and respond to the OP @ollie72  from post #1

Ta

[#6]

Maybe the mods should split @russhughes post off into a separate thread, so it doesn't get confusing?

Up to them of course.

[#7]

Another 2 weeks and I've not heard anything.  Please, someone!  All the relevant information is in my original post.

[#8 · Accepted solution]

Hi @ollie72,

I'm very sorry to see that you have not received an update on this as of yet. I've taken a look into your account today and raised a ticket response to you regarding this issue, which can be viewed here.

[#9]

Thanks @TheMightyAJ, according to the ticket this has been resolved this which is great.