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PN Billing: Persistent Breach Of Contract

mikeb
Rising Star
Posts: 415
Thanks: 14
Registered: ‎10-06-2007

PN Billing: Persistent Breach Of Contract

OK, I've officially had enough of this PN billing gross stupidity that without any doubt whatsoever can be proven to be breach of contract. Yet there's still no sensible and permanent resolution despite the number of attempts that have been made Sad  I can also see from posts here that I'm apparently not the only one suffering with this either which makes it even worse because PN clearly know about the fundamental billing problems and cannot or will not fix them.

Just how long does it take for several different personnel to investigate and fully understand the fundamental PN problem here, deal with this ridiculous situation properly and actually arrange for me to be charged the CONTRACTUALLY AGREED PRICES ?  It takes long enough to get past the front line " total denial of there being any problem because it's all in your TS&Cs " to get through to someone who does at least understand that it isn't in *MY* Ts&Cs and acknowledges the PN billing error but still no actual fix.

Alternatively, perhaps someone can advise which of the following direct quotes taken from official PN documentation various constitutes the blatant lie(s) and/or intentionally misleading information that needs to be escalated to the relevant regulatory body and/or Ombudsman for formal review ?


THE OFFER ON THE TABLE

" Sign up before the 7th October and get fixed price broadband and line rental – this won’t change during your contract "


THE CONTRACTUAL TERMS

" Prices, content and terms may change at any time during your contract, except for your broadband and line rental prices.  We'll tell you about important changes in advance. "


THE ORDER CONFIRMATION

" Great news, you're on a fixed price contract, That means the cost of
your broadband and line rental won't go up while you're in contract.
We'll send you an end of contract reminder, and offer an account
review too, to make sure you're still on the right package for you. "


THE ATTEMPTED RIP-OFF BEGINS !

" We need to let you know about some upcoming changes to your prices.
   
On 30 June 2021, as set out in your terms and conditions, the price for some of your Plusnet services will be increasing in line with the 0.7% Consumer Price index (CPI) rate of inflation published in April this year, plus 3.9% If you have a discount on your package price, the increase is applied to this discounted amount.

Here’s the detail of how much your price/s will increase:

Line Rental: £0.87 ... "


Several months of lots of talk, several attempts to allegedly resolve, BUT very little relevant action in reality and no permanent fix. Just lots of talk, lots of nice words and apparent promises just to get the customer off the line ... and then surprise, surprise, repeat it all again next time.  Billing has been screwed since day 1, has been put right at least once but here we are in August and it's still wrong again despite more promises to put it right. August brings yet another 100% incorrect billing advice and a Direct Debit to be taken in breach of contract, another seemingly random amount.

I've lost count now of just how many hours have been wasted simply attempting to get PN billing system corrected so that it's charging in accordance with the IRREFUTABLE CONTRACTUALLY AGREED TERMS. The Ofcom/Ombudsman route is rather sadly looking like it's really going to be the only way that this fundamental PN problem is ever going to get sorted out satisfactorily once and for all. It's been going on for approaching a year now so it's not for the want of trying to get things sorted sensibly with PN !

What's the official procedure for escalating this matter for 3rd party independent review because it's really looking like PN really have absolutely no intention whatsoever of dealing with this properly ?



To lose one server, Mr Plusnet, may be regarded as a misfortune;
to lose an entire data centre full of them looks like carelessness Wink
5 REPLIES 5
BD
Plusnet Help Team
Plusnet Help Team
Posts: 1,359
Thanks: 284
Fixes: 86
Registered: ‎24-04-2017

Re: PN Billing: Persistent Breach Of Contract

Hi @mikeb, thanks for getting in touch and I'm sincerely sorry to hear of the billing issues you've had as of recent.

I've begun looking into this for you and have raised a complaint ticket on your account I'll personally be monitoring for you moving forwards. the complaint ticket can be seen here.

I'll be reaching our to our billing team tomorrow to dive into the issues on your account a little further before I look into making any adjustments as I wish to resolve this one for you once and for all. As mentioned on the ticket, I'll be back in touch tomorrow once I know more and I've also included on the ticket steps on where to escalate the complaint to should we not be able to resolve this for you.

 Ben Devine
 Plusnet Help Team - Sheffield
ellythemoo
Grafter
Posts: 45
Thanks: 10
Registered: ‎19-09-2018

Re: PN Billing: Persistent Breach Of Contract

These small raises are I believe in all phone, etc contracts.
dvorak
Moderator
Moderator
Posts: 26,854
Thanks: 5,299
Fixes: 1,317
Registered: ‎11-01-2008

Re: PN Billing: Persistent Breach Of Contract

they weren't in the fixed price contracts that were on sale for time.
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mikeb
Rising Star
Posts: 415
Thanks: 14
Registered: ‎10-06-2007

Re: PN Billing: Persistent Breach Of Contract

Oh dear ... another month, another seemingly random number on the DD  Sad

Thanks for trying to sort this stupid mess out BD but I'm afraid you probably need to have another look at what's going on now after the changes made last month.

I can confirm that I did receive a credit as advised was due for overcharges going back to October 2020 but unfortunately this month's DD advice still isn't the contractually agreed price. TBH, I have absolutely no idea what you (and others) have actually done since October 2020 and/or how the amount is being determined because my bill has never been just the single agreed charge as per the contract. It's always shown a lengthy list of more debits, credits and adjustments than my bank statement normally does  🙄

Even if you do somehow manage to get the charges correct after the last general price increase, you're dead right that billing will go wrong once again following the next scheduled general price increase. Now that PN has fully embraced the BT "make totally unreasonable and totally unjustified price increases at least once each and every year without fail no matter what" policy, I think that's going to be March 2022 or thereabouts.

However, things will also go *VERY* wrong indeed when the contract comes to an end of course ... a date that's so shrouded in secrecy that absolutely no one is apparently allowed to know what it actually is ! Everyone that I've spoken to since day 1 has given me a totally different end date somewhere between October 2022 and March 2023.  Can someone please confirm exactly what the definitive contract end date actually is at some point in time prior to the monthly charges suddenly increasing to something totally unreasonable.

Gotta say that the portal is getting more and more cranky every time I venture in there but after much poncing around with links that just don't work properly and so on, my September bill is apparently the amount advised by email and definitely not the contractually agreed amount. It's gone from over-charging to under-charging. The portal also very helpfully confirms that my contract actually ends on 1st Jan 1970 ... a classic case of 'uninitialised data' if ever I saw one  Tongue

I know none of this is your fault per se, but just how it's in an way possible for any company to make such a dog's dinner of what quite clearly should have been a simple fixed monthly charge as agreed for all services rendered defies comprehension. One thing's for certain though, there must be a muppet hiding in the darkest corner of a back office somewhere in need a bl**dy good slap for giving all of us such totally unnecessary grief  Wink



To lose one server, Mr Plusnet, may be regarded as a misfortune;
to lose an entire data centre full of them looks like carelessness Wink
BD
Plusnet Help Team
Plusnet Help Team
Posts: 1,359
Thanks: 284
Fixes: 86
Registered: ‎24-04-2017

Re: PN Billing: Persistent Breach Of Contract

Hi @mikeb, thanks for getting back to us and I'm sorry to hear your latest invoice is also incorrect. I've been monitoring your account awaiting this latest invoice to generate and despite my adjustments last month it looks like we still haven't got the discounts set right. I'll be querying this with our billing team tomorrow and will be sure to update the ticket on your account as soon as I know more regarding how we can correct this for you moving forwards.

In the meantime, I've updated the ticket answering some of your queries and worries such as the contract end date and what happens when the next price increase occurs next year which can be seen here.
 

 Ben Devine
 Plusnet Help Team - Sheffield