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Payment taken for ADSL for next month, moved provider 12 days ago

prettyflyguy
Grafter
Posts: 53
Registered: ‎27-09-2012

Payment taken for ADSL for next month, moved provider 12 days ago

For some reason I have been billed and payment taken for 12.49 for broaband for 13/07/15 to 12/08/15 when i switched both my plusnet phone and broadband @9.99 month to LLU provider on 07/0715 . Email i recieved and on chat says following as final payment 
"When you leave Plusnet

You'll receive a final bill with the charges you need to pay.
As you're moving your service before the end of your minimum term, you'll need to pay a charge for the remaining months. Based on your transfer date, we've calculated this to be £16.50. This may change if your transfer date changes."
Can someone refund the payment taken or subtract it from final payment for the above amount that it should be please?
Also in my account details it has me on Plusnet Unlimited (Contracted without Phone) , which should not be the case. But explains the 12.49 charge
Thanks
PFG
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,125
Thanks: 592
Fixes: 230
Registered: ‎01-01-2012

Re: Payment taken for ADSL for next month, moved provider 12 days ago

I can't find your account through the usual means.
Can you PM me your username?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
prettyflyguy
Grafter
Posts: 53
Registered: ‎27-09-2012

Re: Payment taken for ADSL for next month, moved provider 12 days ago

Hi Mathew thanks for the reply

As well as the charge for adsl  of 12.49 not 9.99 after i left, i see someone has cancelled my direct debit on plusnet side.  I can now see another bill has been generated for more charges!  Can you make sure no payments are to be taken/missed as i really dont want my credit file damaged and showing missed payments just before i remortgage.
Looking at these below figures plusnet owes me monies as my final bill should have been 16.50 of which 12.49 has already been taken so 4.01 owed to pnet. But i see 12.49 has been refunded on this along with days refunded for service not used amounting to 19.94.  So starting again with 16.50 owed from the 19.94 in credit, looks like i am owed 3.44.  BUT NOW PLUSNET have charged me contract fees of 10.85 x3 amounting to 32.55  so that i now owe 12.61.   I have transcript of chat saying final bill would be 16.50 with all cancelation fees and email with final bill stating the same. So to confirm, i believe i shouldbe owed 3.44 (money owed back to me, minus my cancellation fee), don't know why the 3 x 10.85 deductions have come from and believe this to be an error.
Rebecca Connor - CSC Analyst
3:56pm, Friday 24 Jul 2015
Broadband Migration Date 06/07/2015
Home Phone Migration Date 06/07/2015
The Account Balance is as Follows:
Subscription Charges Between: 13-06-2015 to 12-07-2015
Monthly Charge No. Of Days Refunded
Broadband Subscription £9.99 7 £2.33
Home Phone Line Rental £15.95 7 £3.72
Calling Plan £5.00 7 £1.17
Calling Features £0.99 7 £0.23
Anti-virus £0.00
BT Sport £0.00
Historic Invoice Refund £12.49
Previous System Refund £0.00
Refund Due Back to the Customer £19.94

Additional Usage Charges £0.00
Home Phone Call Charges £0.00
Home Phone Call Barring Charges £0.00
BT Sport £0.00
Router £0.00
Cease Fee £0.00
Cease Fee Paid £0.00
House Move £0.00
Outstanding Invoice Balance £0.00
Contract Fees Fee Per Month Months Left
£10.85 3 £32.55
Outstanding Charges £32.55
Total Outstanding Balance £12.61

EDIT
Looking at cancelation charges page here:  http://www.plus.net/info2/legal/price_guide.html
Looks like I've been charged 3x cancelation fees for phone and broadband @ £10.85 instead of the  (30p less than quoted via chat/email)  2 x £8.10 its says here for just broadband as my phone contract was up months ago and I only had 2 MONTHS REMAINING ON MY BROADBAND CONTRACT AND NOT 3 months.  See below.

17. Table 1.12 applies to customers who signed up before 10th June 2014 and have not changed broadband product (where changing broadband product includes re-contracting or upgrading). The table sets out the monthly early termination charges that will apply to broadband only customers who cancel their broadband service within the minimum term, and the monthly early termination charge that will apply to broadband and phone customers who cancel their broadband and phone service within the minimum term:
Table 1.12
Product Package Monthly Charge
Plusnet Unlimited Broadband Only £8.10
Broadband & Phone £10.85
Plusnet Unlimited Fibre Broadband Only £7.80
Broadband & Phone £11.10
18. Early termination charges of our previously sold products can be found in our Product Archive.
Plusnet Help Team
Plusnet Help Team
Posts: 13,739
Thanks: 266
Fixes: 77
Registered: ‎27-04-2007

Re: Payment taken for ADSL for next month, moved provider 12 days ago

Thanks for the update prettyflyguy, there's a ticket open with our billing team/
They'll get this corrected and update you ASAP.
Apologies for the incorrect billing and any confusion caused.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team