Refund amount error

[#1]

Recently changed from phone and broadband to just broadband, been with PN for years. Error on part of PN with timing and charges. I phoned yesterday and eventually was given a refund, of £36.22, which will come through on next bill. Person was helpful and I have their name. However, received an email later from PN 'team', refund is £26!! Why the difference? Why no email from the person, as is ususally the case? 

[#2]

Moderator's note:
Thread moved from Everything Else to My Account/Billing

[#3]

My guess is that the £26 is the system calculated value and is automated.

The offer on the phone will prbably have been calculated a different way and may have a bit of "messing about compensation in it".

I would phone up and remind Plusnet of the previously agreed figure.

[#4]

Hi @royandlou 

The refund was split into two parts, due to the way the systems are designed it couldn't be applied in one go. 

Did you get a second email this morning confirming the remaining amount?