near the end of your discounted period ?

[#1]

Speaking from experience ...
If you negotiated a discounted price for say a year with Customer Retentions, and you coming to the end of your discounted period, don't assume you can ring up a few days before the billing date and change packages ....
If you leave it till a few days before the billing date (not after the billing date I stress), you will drop back to the "standard" rate, and once the bill has been raised internally, tough luck, even if it's before the billing date .
You will pay the old, standard rate for a month, which could well be substantially higher ...
No refund or adjustment will be made.
I really get the impression now that Plusnet just don't care about (a) existing customers or (b) customers who won't sign up for 12/24 months ...

[#2]

Sorry to hear you're not happy with the offer made by our Customer Options Team.
Just to clarify some points:

Quote

If you leave it till a few days before the billing date (not after the billing date I stress),

You called on your billing date, not before. I think the confusion may be due to the delay in the money actually being taken on your payment type.
Once the payment has cleared, give me a nudge and I'll refund this month back to the same price you've agreed with the Customer Options Team.

[#3]

Thanks, Chris
I mistook the "payment taken date" with the billing date - I do know better than that - my error ...
To clarify : the only offer made by Retentions  was "take standard price or nothing" ....
which considering I had been running at a discounted rate for a year was a bit of surprise.
However, that's an aside ... (but does explain my other comment)
Anyway, I appreciate the response, and will give you a nudge when the payment has gone through ...