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Overcharging me again and again!

scottrc
Rising Star
Posts: 89
Thanks: 12
Registered: ‎05-05-2016

Overcharging me again and again!

Hi,

On the 24th of Sep, a new contract was taken out. Question #182947501 / Service Notice #385810990 for reference. The total cost was to be £23.99 on an 18 month contract as laid out in the terms. The first two months bills were wrong and refunds were made for Oct and Nov, Question #184294051.

Now Decembers bill has just come through asking me for £39.98! So it's missing a discount of £15.99 to make it £23.99.

 

So this is 3 months in a row that you have broken the contract by mis-selling. I'm willing to keep with you, but just get the bill right, please. Please make sure Decembers bill has the applied discount or correct pricing and that all future bills for the term of the contract also have the correct pricing.

I'm fed up of having to check and contact you each month because I'm being over charged.

Question #182947501 clearly shows the pricing of the contract broken down.

If next months bill comes back as more, I will be leaving under a breach of contract and mis-selling.

 

 

8 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 381
Thanks: 131
Fixes: 22
Registered: ‎06-08-2018

Re: Overcharging me again and again!

Hi @scottrc

 

I'm afraid to say there is an internal problem at the moment where contracts are not being applied correctly. The problem is in the process of having the fix rolled out and once it's resolved any refunds will be retrospectively credit back to you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Joe
 Plusnet Help Team
scottrc
Rising Star
Posts: 89
Thanks: 12
Registered: ‎05-05-2016

Re: Overcharging me again and again!

Will the fix take longer than my payment due date then? 8 days away? Can't you just adjust the bill to make sure I am not overcharged this month at least. 

Plusnet Help Team
Plusnet Help Team
Posts: 237
Thanks: 33
Fixes: 14
Registered: ‎06-08-2018

Re: Overcharging me again and again!

Hi @scottrc

 

Thanks for getting back to us. I'm afraid we are unable to amend an invoice amount once this is created. Any amendments would be made as refunds once a direct debit is processed.

I do apologise for any inconvenience that this has caused.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Warwick
 Plusnet Help Team
scottrc
Rising Star
Posts: 89
Thanks: 12
Registered: ‎05-05-2016

Re: Overcharging me again and again!

Thank you BoomBoomUK I reported it to Ofcom only, as Plusnet do send the refunds but obviously a month late. If it takes longer than this month though then obviously it's got to go further.

 

To WarWick, if you cannot amend the bill, please process the refund now as a seperate issue. This was done last month so I know you can do it. If refunds can only be processed after payment, then do it from last month.

 

£23.99 to £39.99 is a 38% increase in my bill. If I am not alone with these issues. Plusnet will benefit from all that interest for that month. I also cannot afford to just pay you more when it's your mistake. This is mis-selling legally and you need to fix it asap.

scottrc
Rising Star
Posts: 89
Thanks: 12
Registered: ‎05-05-2016

Re: Overcharging me again and again!

Also, to the Plusnet staff, what kind of reply is that? I mean, why are you overcharging me? Why has it been going on 3 months? Just fix it.

corringham
Pro
Posts: 215
Thanks: 114
Fixes: 2
Registered: ‎25-09-2015

Re: Overcharging me again and again!

@JOLO, so do Plusnet consider it acceptable to knowingly raise invoices for more than is due?  Refunding overbilled amounts a week or so after the money is taken is not the same as not overbilling. The Plusnet billing system is Plusnet's problem - it shouldn't be made into Plusnet's customers problem.

If Plusnet can't bill correctly, they should stop billing altogether until they can bill correctly.

Plusnet Help Team
Plusnet Help Team
Posts: 178
Thanks: 32
Fixes: 15
Registered: ‎02-05-2017

Re: Overcharging me again and again!

Hi @scottrc, thanks for getting back in touch.

 

I am sincerely sorry for the issues you are having with your contract and incorrect charging. We are working on  fixing this as quickly as we can but I do apologise for the inconvenience this is causing. I have looked into the account for you and created a support ticket for you to view here

 

Best wishes

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
scottrc
Rising Star
Posts: 89
Thanks: 12
Registered: ‎05-05-2016

Re: Overcharging me again and again!

Thank you for processing the refund abailis0105.