Mysterious additional charge on September bill, still not refunded
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11-10-2018 2:42 PM
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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.
Fixed! Go to the fix.
Re: Mysterious additional charge on September bill, still not refunded
11-10-2018 7:16 PM
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Re: Mysterious additional charge on September bill, still not refunded
12-10-2018 7:44 PM
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I agree. My bill is £13 higher than agreed. I've submitted 3 support emails since October 2nd, all ignored.
NOT IMPRESSED.
Re: Mysterious additional charge on September bill, still not refunded
13-10-2018 2:40 PM
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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.
Re: Mysterious additional charge on September bill, still not refunded
13-10-2018 4:17 PM
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Can someone please read and respond to the OP @ollie72 from post #1
Ta
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: Mysterious additional charge on September bill, still not refunded
13-10-2018 4:39 PM
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Maybe the mods should split @russhughes post off into a separate thread, so it doesn't get confusing?
Up to them of course.
Re: Mysterious additional charge on September bill, still not refunded
25-10-2018 11:37 AM
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Another 2 weeks and I've not heard anything. Please, someone! All the relevant information is in my original post.
25-10-2018 2:49 PM
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Re: Mysterious additional charge on September bill, still not refunded
25-10-2018 3:03 PM
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Thanks @TheMightyAJ, according to the ticket this has been resolved this which is great.
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- Re: Mysterious additional charge on September bill...