Pro rata refund
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- Re: Pro rata refund
27-11-2017 4:07 PM
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Hello,
My internet took a while to activate (almost a month) and when I enquired by phone if I would receive a refund because of this, I was told that I would receive a pro rata refund on my second months bill. I am now in my third month, and the refund still hasn't been applied. Could it please be applied to the next months bill?
Thanks,
Alison
Fixed! Go to the fix.
29-11-2017 12:46 PM
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Hi Alison.
As you've got discounts every month until your contract ends, it looks like our system has put the pro-rata discount onto the invoice immediately after your contract expires.
So that you'll get it sooner I've cancelled that discount now, and issued it to you as a refund instead.
It should land in your bank or building society within 14 days.
I hope this helps.
Re: Pro rata refund
29-11-2017 3:18 PM
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Hello,
Thanks for issuing the refund, that's very helpful. Can I ask, is this the best place for account/bill enquires? Does plus net have a support email we can use rather than posting here, or is the support phone line the only alternative?
Thanks again,
Alison
Re: Pro rata refund
29-11-2017 3:29 PM
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No problems Alison.
Our official methods of support are by telephone and live chat. We are available over Twitter and Facebook, and do try our best to cover the community forums too so we're happy to help over there and here.
Re: Pro rata refund
03-12-2017 2:38 PM
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@Gandalf wrote:
As you've got discounts every month until your contract ends, it looks like our system has put the pro-rata discount onto the invoice immediately after your contract expires.
This doesn't appear logical @Gandalf? The system should process the refund for lack of service soon after the service is up and running not 18 months later. Can this be escalated to check if this anomoly has been accounted for in the new Billing system please.
........ issued it to you as a refund instead. It should land in your bank or building society within 14 days.
Why do refunds take so long to be repaid?
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Pro rata refund
05-12-2017 5:31 PM
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This doesn't appear logical @Gandalf? The system should process the refund for lack of service soon after the service is up and running not 18 months later. Can this be escalated to check if this anomoly has been accounted for in the new Billing system please.
Unfortunately this is a limitation of our billing system.
Why do refunds take so long to be repaid?
It's the processing time for direct debit refunds.
Card refunds are generally much quicker (quoted at 3-5 days but normally sooner).
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