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Wrong billing amount in order email

Someusername1
Newbie
Posts: 1
Registered: ‎09-02-2024

Wrong billing amount in order email

Hello,

I signed up for broadband for 12 months at £19.99 / month (a contract renewal, starting from 26th Feb), but I have received an order email stating the price will be £41.10:


We're sending this email to confirm the details of your new contract and special offer price.
Your special offer price
From 26/02/2024, your monthly subscription will be £41.10 for 12 months.

 

You have sent me a contract PDF ("PCI Terms & Conditions") stating the cost is £19.99, can you clarify that this is actually the case please.

 

Thanks

 

 

7 REPLIES 7
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 9,131
Thanks: 1,806
Fixes: 501
Registered: ‎01-01-2012

Re: Wrong billing amount in order email

Hi @Someusername1 

This is a issue we're aware of and investigating.

As soon as we know more we'll be in touch

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
cmbrown
Hooked
Posts: 9
Registered: ‎17-08-2022

Re: Wrong billing amount in order email

I've got the same issue

 

ClaudiaG23
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 361
Fixes: 25
Registered: ‎02-05-2023

Re: Wrong billing amount in order email

Hi @cmbrown there is a known issue that we're aware of regarding emails showing the incorrect amount. We're working on this to get this resolved as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
cmbrown
Hooked
Posts: 9
Registered: ‎17-08-2022

Re: Wrong billing amount in order email

Any progress? 

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Wrong billing amount in order email

Hiya @cmbrown

 

Our back office team are working on it to ensure our service improves. In the meantime I can confirm the correct email sent for the order which reflects your account is displayed here

 

Please let us know if you need anything else Smiley  

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
cmbrown
Hooked
Posts: 9
Registered: ‎17-08-2022

Re: Wrong billing amount in order email

The offer I signed upto on feb11 was £23.50, and the original contract summary stated this. 

The one you sent me is more expensive.....any reason? I was also sent a second one, that was even more expensive 

Many thanks

Cynthia

cmbrown
Hooked
Posts: 9
Registered: ‎17-08-2022

Re: Wrong billing amount in order email

It looks like this might be fixed! 

My package details finally seem to be showing the correct details.