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Renewed contract and charged wrong

tony24601
Dabbler
Posts: 15
Thanks: 4
Registered: ‎16-01-2019

Renewed contract and charged wrong

I have renewed my contract and should now be paying £26.50 a month for my phone/fibre connection as confirmed in an email by plusnet. Just had an email saying that they are going to take £51.50 out of my bank account, this is the billing:

1 Balance brought forward £24.99

1 Voicemail 01/08/19 31/08/19 £0.00

1 Line Only 01/08/19 31/08/19 £0.00

1 Line Rental 09/07/19 31/07/19 -£14.09

1 Line Rental 09/07/19 31/07/19 £14.09

1 Line Rental 01/08/19 31/08/19 £18.99

1 Unlimited Fibre 01/07/19 31/07/19 -£15.99

1 Unlimited Fibre 01/07/19 08/07/19 £4.13

1 Unlimited Fibre Extra 09/07/19 31/07/19 £15.57

1 Unlimited Fibre Extra 01/08/19 31/08/19 £20.99

1 Promotional Discount 09/07/19 31/07/19 £7.41

1 Caller Display 08/07/19 31/07/19 £0.00

1 Caller Display 01/08/19 31/08/19 £0.00

1 Payment 08/07/19 08/07/19 -£24.99

 

I was paying £24.99 a month for my package and it has only increased to £26.50, so why has it doubled!!! This needs fixing please as I am not happy they are going to take out over £50 in the next few days.

Can anyone check for me and see what is going, from what i can gather, I am not the only on here having billing issues. How is it fair they can just take more than they are allowed, but if it was the other way we would be cut off instantly.

6 REPLIES 6
daveplus
Pro
Posts: 580
Thanks: 126
Fixes: 8
Registered: ‎25-08-2010

Re: Renewed contract and charged wrong

@tony24601 

That happened to me after I renewed. I got a refund, but the refund was done after the payment was taken.

tony24601
Dabbler
Posts: 15
Thanks: 4
Registered: ‎16-01-2019

Re: Renewed contract and charged wrong

@daveplus 

It just think it is bizzare that they are allowed to take more than they know they are owed and just pay it back. They earn interest on it while in their bank, but we lose interest as they have taken our money.  From previous threads I have noticed they have said not to cancel your DD, as it is 'bad'. So PlusNet always have the upper hand here as they can take what they like and sort it later.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,150
Thanks: 1,003
Fixes: 405
Registered: ‎01-01-2012

Re: Renewed contract and charged wrong

Thanks for getting in touch @tony24601

I can see you've spoken with us this afternoon regarding this and we've advised you that the issue is due to you not having a bill generated last month so the bill generated this month covers last month and this month.

Let us know if there's anything else we can happen with

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
tony24601
Dabbler
Posts: 15
Thanks: 4
Registered: ‎16-01-2019

Re: Renewed contract and charged wrong

This looks like it has been sorted, but not because of @MatthewWheeler  comments. A bill was generated but was wrong:

Thank you for getting in touch today.

As discussed, so it looks like your discount did get stuck in a queued-activated state due to a billing system error.

I have passed your account over to out incident management team for them to fix for you. My deep regrets about this.

Since this problem has occurred, I will be applying an additional credit on your account. 

In short, this will mean on your next bill, you will be only billed £3.13 to make up for the discount error, then from October, it will revert back to £26.50

Please feel free to contact us again when you come across any further problems.
tony24601
Dabbler
Posts: 15
Thanks: 4
Registered: ‎16-01-2019

Re: Renewed contract and charged wrong

Just had 2 emails from PlusNet telling me they are crediting my account - one saying £18.99 which would leave £7.51 and one saying £17.86 which leaves £8.64.  

 

Neither of these amounts are correct as my bill should be for £3.13. Which should be a credit for £23.37!!

 

So even after sorting it, it looks like they have it wrong! Now wondering why i re-signed to a contract as i have a feeling I will need to keep a close eye on it.

Mads
Plusnet Help Team
Plusnet Help Team
Posts: 1,873
Thanks: 205
Fixes: 79
Registered: ‎06-08-2018

Re: Renewed contract and charged wrong

Hey @tony24601,

Thanks for reaching out to us.

 

I am sorry if you feel the info given was incorrect, I have now provided a further detailed response over a support ticket here. I have taken ownership of this complaint, so will be monitoring it with our incident management team.

 

Thanks.

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