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Pro rata refund

FIXED
alisonchun
Newbie
Posts: 2
Registered: 27-11-2017

Pro rata refund

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

5 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,710
Thanks: 1,036
Fixes: 227
Registered: 21-04-2017

Re: Pro rata refund

Fix

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
alisonchun
Newbie
Posts: 2
Registered: 27-11-2017

Re: Pro rata refund

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

Plusnet Help Team
Plusnet Help Team
Posts: 4,710
Thanks: 1,036
Fixes: 227
Registered: 21-04-2017

Re: Pro rata refund

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
Superuser
Posts: 2,674
Thanks: 1,050
Fixes: 8
Registered: 10-04-2007

Re: Pro rata refund


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? 

Plusnet Help Team
Plusnet Help Team
Posts: 4,710
Thanks: 1,036
Fixes: 227
Registered: 21-04-2017

Re: Pro rata refund

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).

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team