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Why does it take so long to provide a final bill?

stevenpn
Newbie
Posts: 1
Registered: ‎11-05-2016

Why does it take so long to provide a final bill?

I moved to another broadband provider on the 15 April.

Plusnet are keep charging me a direct debit and will not provide a final bill with my refund for overcharges.

I have been waiting now for a month for a final bill and my questions are waiting a reply for weeks with no sign of any reply.

I was advised not to cancel the direct debit so I can get my refund but I can't keep paying them for nothing. Should I just cancel the direct debit and let them send me a cheque. Why does it take so long for a final bill? and why keep charging me when I have left?

5 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Why does it take so long to provide a final bill?

I've checked your account and can see this is in hand with our billing team to close your account and refund anything you are owed, sorry this has taken longer than expected.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 12,758
Thanks: 4,017
Fixes: 26
Registered: ‎22-08-2007

Re: Why does it take so long to provide a final bill?

In part, the answer is that it can take ages for phone call charge data to come across from BT's systems to PlusNet.  Thus any calls made close to the end of service could take several days to reach PlusNet and be included in final billing.  There is also the possibility of line cease changes being passed to PlusNet if the acquiring ISP used the wrong process - something which used to be quite common with the LLU boys.  (I use the past tense as I've no idea how common that is now!).

Community Veteran
Posts: 484
Thanks: 39
Fixes: 2
Registered: ‎26-09-2015

Re: Why does it take so long to provide a final bill?

In part, the answer is that it can take ages for phone call charge data to come across from BT's systems to PlusNet. 

Out of interest do you mean from Openreach, or does Plusnet buy it's calls from BT at some other level?

That might explain a delay in finalising call charges, but from what the OP says it sounds like Plusnet are continuing to charge him rental charges, I can't see an excuse for that.

Me, I'd cancel the DD.   You might have a claim under the DD guarantee, but only if you weren't notified of each payment before they took it.

Superuser
Superuser
Posts: 12,758
Thanks: 4,017
Fixes: 26
Registered: ‎22-08-2007

Re: Why does it take so long to provide a final bill?

Tony,

I'm not sure if PlusNET buys call time from BTw or BTOR (I believe both options are available to retail CPs).

I only sought to inform the question as to why the bill cannot be finalised on termination.  The continuance of billing advanced service rental beyond the cease date is a different matter.

Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Why does it take so long to provide a final bill?

From previous statements by staff the phone charges all come from BTw and can take up to about a week to be confirmed but I haven't any idea how long Plusnet allow for this before creating the final bill