cancel
Showing results for 
Search instead for 
Did you mean: 

Why such a hefty final bill?!

FIXED
pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Why such a hefty final bill?!

Left Plusnet because I opted for BT Essentials having recently needed help with cost of living and have been landed with a final bill of £72.82 - when my contract was the regular £36 odd. Why double? Especially when I was charged for new BT contract and Plusnet was supposedly making it smooth for me.
Tags (1)
11 REPLIES 11
MisterW
Superuser
Superuser
Posts: 15,256
Thanks: 5,851
Fixes: 416
Registered: ‎30-07-2007

Re: Why such a hefty final bill?!

Did you go through Plusnet to be referred to BT Essentials ? If so then no ETC's should have been charged.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Re: Why such a hefty final bill?!

Thanks for replying - I hope I'm using the right way to respond again.... Certainly did go through Plusnet, - very helpful at the time. I phoned to say I have to leave due to money struggles and being eligible for BT Essentials and they did it all for me. Then I got a bill I was expecting soon after for my usual contractual amount in May. And just this month, June 9th I've been charged the £72.82 as well as my new BT bill...

MisterW
Superuser
Superuser
Posts: 15,256
Thanks: 5,851
Fixes: 416
Registered: ‎30-07-2007

Re: Why such a hefty final bill?!

In that case, I'd call Customer services and investigate why you appear to have been charged ETC's as you shouldn't have been.

Failing that , im sure one of the Plusnet help team will spot this thread and investigate

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Re: Why such a hefty final bill?!

Much appreciated. - As a 'superuser' you couldn't flag it could you?

I know I'm a chancer, but anything to avoid those long phone waits.... I suspect I'm not alone Smiley

MisterW
Superuser
Superuser
Posts: 15,256
Thanks: 5,851
Fixes: 416
Registered: ‎30-07-2007

Re: Why such a hefty final bill?!

As a 'superuser' you couldn't flag it could you?

I will escalate it. I cant guarantee a faster response but it should improve visibility of your posts

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Re: Why such a hefty final bill?!

Huge thanks -       well, we'll see how it goes, otherwise I'll get on the blower 😕

Townman
Superuser
Superuser
Posts: 23,252
Thanks: 9,760
Fixes: 162
Registered: ‎22-08-2007

Re: Why such a hefty final bill?!

Did you place the order with BT or did Plusnet (COTS) do it on your behalf?  Only orders placed with BT by Plusnet negates ETCs.

The "blower" is answered fairly promptly these days and COTS (who you really need to talk to) always tended to answer faster anyway...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632 or 0800 079 1133(from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


 

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,540
Thanks: 587
Fixes: 99
Registered: ‎27-11-2020

Re: Why such a hefty final bill?!

Fix

Howdy @pollymobz just picked up this one and can see you actually raised a complaint to our Higher Level Escalations (HLE) Team. One of our guys has actually already picked up the case and said that they will have a gander at this for you. I hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team
pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Re: Why such a hefty final bill?!

Issue resolved, - annoyingly I’ve missed the call twice, but, thanks to you, very much appreciate the flag, and also to Ryan from c/s who swiftly resolved this - hoping this gets to you both.
pollymobz
Newbie
Posts: 6
Registered: ‎15-06-2023

Re: Why such a hefty final bill?!

Much appreciated. Issue sorted Smiley
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,540
Thanks: 587
Fixes: 99
Registered: ‎27-11-2020

Re: Why such a hefty final bill?!

You're very welcome. Just glad it got sorted for you Smiley Enjoy your day.

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