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Yet another incorrect billing complaint

richij
Grafter
Posts: 50
Registered: 31-10-2012

Yet another incorrect billing complaint

I left Plusnet on Aug 18. No final account received. Yet I'm due a small refund, I think.
Instead, I get a demand for next month's payment. Yeah, but no, that's not happening.
Looks like I'm far from alone in this. For dog's sake, sort it out, Plusnet.
  Angry
11 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 519
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: Yet another incorrect billing complaint

Hey, Sorry to hear about this. I have checked your account and can see that the transfer failed in automation to close your account. Because of this it generated a new invoice for your next bill on the 23rd. To resolve this issue I have forwarded this on to our billing department to amend the errors for you and refund any moneys owed. ^BB
If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Thanks, Ben. I await the next missive from Billing with excitement. Undecided
It's worrying that this seems so common, going by the number of similar complaints, both here and elsewhere.
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Yet another incorrect billing complaint

Quote from: richij
Thanks, Ben. I await the next missive from Billing with excitement trepidation.
Slight correction  Grin
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Quote from: Ben
Hey, Sorry to hear about this. I have checked your account and can see that the transfer failed in automation to close your account. Because of this it generated a new invoice for your next bill on the 23rd. To resolve this issue I have forwarded this on to our billing department to amend the errors for you and refund any moneys owed. ^BB

OK, so I've heard nothing from Plusnet, but I see my account is still active and now has a £21 credit.
When should I expect to receive it? Migration was two weeks ago.
Plusnet Help Team
Plusnet Help Team
Posts: 4,597
Thanks: 279
Fixes: 114
Registered: 01-01-2012

Re: Yet another incorrect billing complaint

The refund was processed on the 25th and it can take up to 10 working days.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Argh! Plusnet! Now you're nagging me for payment by SMS and email.
Can't you sort it out? You owe me money, not the other way around.
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Aaand now they're whining that my card details are out of date.
Excuse me? I don't remember giving you a continuous payment authority. Seems like we're drifting from incompetence into illegality (or, at least violating PCI-DSS).
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Quote from: Matthew
The refund was processed on the 25th and it can take up to 10 working days.

For the record, the refund finally hit today, which was exactly 10 working days. While I'm glad this part of my complaint is resolved, I remain disappointed that Plusnet are so slow at sorting this out.
Now, for your next trick, please stop sending me passive-aggressive email and SMS requesting payment for money I don't owe you.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Yet another incorrect billing complaint

In the process of getting this resolved for you once and for all. Your account should be fully closed by the end of the day.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
richij
Grafter
Posts: 50
Registered: 31-10-2012

Re: Yet another incorrect billing complaint

Thanks, Matty. I just got a flurry of email indicating something's happening.
Among that flurry, I see something about a "cancellation request" -- can you confirm that this isn't going to try and cease my line?
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Yet another incorrect billing complaint

We wouldn't be able to even if an order was placed. It's not our line to cease anymore. Only way we can touch the line is by placing a new provision (which there would be absolutely no point in us doing).
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet