Overcharged for duration of contract
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20-02-2020 4:53 PM
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Hi,
I have been billed £39.98 a month since starting a new contract in May which is way above the contract amount. Can you please correct this and return the stolen money? I believe the my bill should be in the region of £18 a month.
I cannot see my contract rate anywhere in My Account, and you have "archived" my inbox so I cannot find the orignal email that stated the amount. I also cannot chat to anybody about this because you have removed the chat service. What a total shambles plusnet has become.
Br,
Robin.
Fixed! Go to the fix.
Re: Overcharged for duration of contract
20-02-2020 4:55 PM
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Have you checked your closed tickets on your account? There should be a number of them generated on the day you signed up to the contract and one of those should essentially duplicate the information on the email about cost etc.
Re: Overcharged for duration of contract
20-02-2020 5:39 PM - edited 20-02-2020 5:42 PM
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Using words like stolen is rather over the top especially as you have not referenced your contract, which should be in your closed tickets. It's quite possible that you were confused regarding which element of your account was £18 ish and assumed it was the complete package.
Unless you are on ADSL with no telephone calls I would be very surprised if that was the complete deal.
Moderator and Customer
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Re: Overcharged for duration of contract
20-02-2020 6:14 PM
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Ok, I've found a copy of the original email now on my other PC. It states:
Broadband package: Unlimited Fibre Extra • Contract: 18 months • Hardware: Plusnet wireless router This will change over on 10th May 2019 and your new cost per month will be £13.00.
From the bill I'm being charged £20.99 a month for unlimited fibre, which is £7.99 above my contract price. This will be £144 over the course of the contract. Line rental is £18.99 a month, so my bill should be £31.99.
I don't know where I got £18 from (maybe that was what I orignally paid for ADSL with plusnet on my first contract). Anyway, the point is that I'm being overcharged which is wrong.
Perhaps I should have said misappropriated rather than stolen, but my patience with this company is running thin!
24-02-2020 6:54 PM
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Hi Rob, I'm so sorry about the issue with this.
Everything you've mentioned is right and I can see we owe you a reimbursement for the over-payments. It seems to have happened due to a system issue that prevented the contract from activating correctly when it began and hence didn't apply the discounts.
I'll manually apply the correct discounts going forward.
For the over-payments would you prefer a refund or me adding those as further credit to the account balance?
Re: Overcharged for duration of contract
24-02-2020 7:44 PM
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Hi @adamwalker ,
Thank you for responding to my query and helping to sort things out. I'd prefer a refund really, but also happy with a credit if that makes things any easier at your end. Could you please also create a ticket for this in case I ever need to chase it up?
Many thanks,
Robin.
Re: Overcharged for duration of contract
28-02-2020 2:22 PM
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Hey @rob_hants,
I can see Adam raised a ticket for you here confirming that information for you.
Let us know if you need further assistance.
Thanks.
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