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Wrong early termination charge

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Newbie
Posts: 2
Registered: ‎14-06-2019

Wrong early termination charge

I’m am ending my contract with PlusNet 4 months early and have been told I’ll have to pay £60.75 to do so. This is despite the fact that when I signed up I was told the cancellation charge would only be £12. Even if this is £12 for every month out of contract this still wouldn’t add up to £60 so I don’t understand where PlusNet have got this figure from?! Have tried to call customer service but after 10minutes on hold I gave up.
5 REPLIES 5
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Moderator
Moderator
Posts: 24,234
Thanks: 4,284
Fixes: 1,099
Registered: ‎11-01-2008

Re: Wrong early termination charge


Moderators Note


This topic has been moved from ADSL Broadband to My Account / Billing

Customer / Moderator
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Superuser
Superuser
Posts: 16,316
Thanks: 6,624
Fixes: 56
Registered: ‎22-08-2007

Re: Wrong early termination charge

Early Termination Charges are always specified as per month remaining of the contact's minimum term.

The termination quote provided is from the date you gave notice, not the date of termination.  Therefore if you give one month's notice of termination, the quote will be for 5 months, which at £12pcm is circa £60.  The few pence difference most likely comes from £12*12/365*the number of days to the end of the minimum term.

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Newbie
Posts: 2
Registered: ‎14-06-2019

Re: Wrong early termination charge

Hi Townman thanks for the reply! Surely if I’ve already paid for this month (which I did on 3rd June) I should only have to pay out the remaining months? My contract was due to end on 3rd October but I am opting to terminate on 21st June. Do correct me if my maths is wrong.
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Superuser
Superuser
Posts: 16,316
Thanks: 6,624
Fixes: 56
Registered: ‎22-08-2007

Re: Wrong early termination charge

As a customer I can only advise of the principles here - details specific to your account needs input from a staff member.
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Plusnet Help Team
Plusnet Help Team
Posts: 17,720
Thanks: 5,567
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Registered: ‎21-04-2017

Re: Wrong early termination charge

Hi there.

I'm sorry to see you've decided to cancel your account and your cancellation charge is incorrect. 

Unfortunately it looks like we've rounded things up due to your account cancelling partway during a billing month.

While I'd expect our billing engine to automatically calculate the final bill as I've done Here, I'm going to keep an eye on this for you and I'll check back once generated and if it's not correct I'll ensure it is by crediting the appropriate amount off.

Hope this helps.

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