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Overcharged since renewing my contract in May

FIXED
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Hooked
Posts: 9
Registered: ‎23-08-2012

Overcharged since renewing my contract in May

I renewed my contract in May and I think that I have been overcharged since then - £34.98 rather than £24.98, before referral discount.

 

I talked to someone via the online chat quite a while ago and was told that the problem was known and I would get a refund, but so far nothing has happened.

 

Would someone be able to look at my account, please?

 

Thanks.

6 REPLIES 6
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Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 594
Fixes: 29
Registered: ‎06-08-2018

Re: Overcharged since renewing my contract in May

Hi @StuS

 

Thanks for getting in touch and I am sorry that this is still ongoing.

I appreciate this is frustrating and assure you that this is being investigated and hope to have a resolution as quickly as possible. Once resolved a full refund will be generated for you.

 

I do apologise for any inconvenience caused, I have updated your account with a bit more info on the ticket here

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Hooked
Posts: 9
Registered: ‎23-08-2012

Re: Overcharged since renewing my contract in May

Hi Warwick,

 

Thanks for creating the ticket, but it looks like it was automatically closed due to inactivity.  Are you able to find out if anything is happening with it, please?

 

Thanks.

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Plusnet Help Team
Plusnet Help Team
Posts: 8,002
Thanks: 947
Fixes: 388
Registered: ‎01-01-2012

Re: Overcharged since renewing my contract in May

Thanks for getting back to us @StuS

I've corrected the discounts manually for you and on your next bill they should be applied

Let us know if there's anything else we can help with

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Hooked
Posts: 9
Registered: ‎23-08-2012

Re: Overcharged since renewing my contract in May

Thanks very much, Matthew!

 

Do you know if/when/how any previous overpayments will be refunded?

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Plusnet Help Team
Plusnet Help Team
Posts: 8,002
Thanks: 947
Fixes: 388
Registered: ‎01-01-2012

Re: Overcharged since renewing my contract in May

Fix

Thanks for getting back to @StuS

I've requested the refunds for you and you should receive an e-mail confirmation shortly.

The money should be in your account within 5 to 10 working days.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Highlighted
Hooked
Posts: 9
Registered: ‎23-08-2012

Re: Overcharged since renewing my contract in May

Thanks!