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Unexpected items on bill.

FIXED
Morpheus
Dabbler
Posts: 11
Thanks: 1
Registered: ‎27-05-2019

Unexpected items on bill.

Hi,

I recently switched to a new contract with Plusnet for Unlimited Fibre and Line Rental (with Unlimited UK & Mobile calls). Previously my line rental was with BT and I only had ADSL broadband with Plusnet.

Today I received an email to say that I would be billed soon but the amount is a lot more than I was expecting.

I checked the broken-down charges on the latest bill (dated 28/06/19) and it contains TWO entries for "Line Rental" and TWO entries for "Unlimited UK & Mobile". This makes no sense. 

Take a look at this ticket (below) logged against my account on May 31st. How can I be charged twice in June for a service that only went live on the last day of May?

Service Notice #416681760

Service Notification
6:15am, Friday 31 May 2019

The customer was mailed the following message to address(es) (xxxxxxxxx@hotmail.com, postmaster@xxxxxxx.plus.com):

Subject: Home Phone - Your service is ready to use
Home Phone - Your service is ready to use
--------
Hello xxxxxxx,

Username: xxxxxxxxx

Congratulations, your Plusnet Home Phone service is now ready to use!
Your telephone number is: 0xxxxxxxxxx

 

 

5 REPLIES 5
Plusnet Help Team
Plusnet Help Team
Posts: 13,817
Thanks: 4,281
Fixes: 687
Registered: ‎21-04-2017

Re: Unexpected items on bill.

Fix

Hi there.

I'm sorry to see your latest bill is incorrect.

Unfortunately it looks like we've incorrectly added on and worked out pro-rata charges on this occasion.

We can't adjust the invoice amount as it's currently pending however as soon as it has cleared I'll make sure we refund the overcharges back to your bank account which should then reach you within 5 to 10 working days.

Apologies for any inconvenience this causes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Morpheus
Dabbler
Posts: 11
Thanks: 1
Registered: ‎27-05-2019

Re: Unexpected items on bill.

Hi @Gandalf 

Thanks for investigating my problem and sorting out a refund.

Obviously I will keep this question open until my next bill, just to make sure that the billing department apply the refund that you have requested.

Best regards,

Morpheus

Plusnet Help Team
Plusnet Help Team
Posts: 599
Thanks: 106
Fixes: 30
Registered: ‎06-08-2018

Re: Unexpected items on bill.

Hello @Morpheus

 

Please do get back in touch with us via this support channel and let us know if you do need any further assistance with this matter.

 

Best wishes.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Wakas Hussain
 Plusnet Help Team
Morpheus
Dabbler
Posts: 11
Thanks: 1
Registered: ‎27-05-2019

Re: Unexpected items on bill.

Hi @Gandalf and @Dumbledore 

I can see the refund in my bank account.

Thank you very much for resolving this issue.

 

Regards,

Morpheus

Plusnet Help Team
Plusnet Help Team
Posts: 13,817
Thanks: 4,281
Fixes: 687
Registered: ‎21-04-2017

Re: Unexpected items on bill.

No problem Morpheus and thanks for getting back to us.

If you need any further assistance please feel free to let us know.

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