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Yet another billing mess

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PeeGee
Aspiring Pro
Posts: 1,126
Thanks: 61
Fixes: 3
Registered: ‎05-04-2009

Yet another billing mess

I have just found my delayed (by 2 weeks) June bill, though I was not notified of its existence - probably because it says I am nearly £160 in credit! Why so much in credit? My "line rental saver" payment (ref: #416078421) has been included as a "payment" resulting in a month's line rental charge. I had expected the June bill to include "corrections" to my May bill following a contract renewal at the beginning of May (which is why I didn't check my May bill). I also noticed that the 3 items which are "monthly" and independent of contract were not treated consistently: BT Sport was correctly shown as a single item but YouView and Line Rental were split at the contract change - another element of the billing system that does not comply with T&Cs.

When I rang to renew my broadband on 8 May (ref: #189959392), I requested that it should start on a specific date (ie immediately following the end of the then existing contract). However, I was told that was not possible, it had to start from the billing date - which I reluctantly accepted assuming it was a problem with the new billing system. However, it actually started immediately, so losing a few days of the (higher) discount of the existing contract.

This all means that the June bill is not only wrong but is also unnecessarily complicated, with 5 entries each for YouView and Unlimited Fibre (each having 2 charges and 2 refunds for May and 1 charge for June), 1 discount for June (missing out those for May, though there was no discount shown on the May bill for the contract period - another billing system error).

Obviously, this needs to be addressed.

Phil

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
5 REPLIES 5
Plusnet Help Team
Plusnet Help Team
Posts: 12,849
Thanks: 3,987
Fixes: 638
Registered: ‎21-04-2017

Re: Yet another billing mess

Fix

*scratches head frantically*

Hi Phil.

I'm sorry to see we've made a mess of your last two bills.

I've added a reply onto a support ticket which you can view and reply to from here: https://www.plus.net/wizard/?p=view_question&id=191482957

Regarding your line rental saver, unfortunately it looks like this payment has attributed as a credit on your account as opposed to a payment, so I've raised this with the appropriate team to investigate further.

Hope this helps.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Superuser
Superuser
Posts: 3,720
Thanks: 2,184
Fixes: 14
Registered: ‎10-04-2007

Re: Yet another billing mess


@Gandalf wrote:

*scratches head frantically*

Hi Phil.

Regarding your line rental saver, unfortunately it looks like this payment has attributed as a credit on your account as opposed to a payment, so I've raised this with the appropriate team to investigate further.


@Gandalf  This scenario where LRS is raised as a credit (and used as such) is a much repeated feature.  Does it have an IMT bug reference?

Plusnet Help Team
Plusnet Help Team
Posts: 12,849
Thanks: 3,987
Fixes: 638
Registered: ‎21-04-2017

Re: Yet another billing mess

Yes it's logged internally on IMT-3121

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
PeeGee
Aspiring Pro
Posts: 1,126
Thanks: 61
Fixes: 3
Registered: ‎05-04-2009

Re: Yet another billing mess

@Gandalf - Anoush, thanks for taking charge of this and fixing the immediate problem promptly - much appreciated.

Phil

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
Plusnet Help Team
Plusnet Help Team
Posts: 12,849
Thanks: 3,987
Fixes: 638
Registered: ‎21-04-2017

Re: Yet another billing mess

No problem Phil, hopefully the issue with line rental saver will be sorted by your next bill date however if your account is still in credit you likely won't receive an email but I'll check your next invoice on or around then updating you via email.

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