Plusnet - International calls Rip-off

missagie

I would like to bring to your attention a problem I have recently had with PlusNET internet providers. I have only recently, in October 2010, opened an account with them to provide me with both internet and landline provision with the offer being:
• £6.99 per month for 10gb browsing Internet allowance (First 3months free)
• £11.99 per month line-rental that included free unlimited UK call after 6pm plus 300 International minutes

The first two months were great with me having no problems and being able to call Europe whenever I wanted. I never once exceeded my allowance and paid the advertised price.
However, after checking my bills I noticed that I had been billed for the 3 month for internet with the agreed offer being for the first 3 months being for free. Along with this I then found that I had also been billed for telephone calls that I had made home to Poland from the beginning of January.
I immediately contacted PlusNET thinking that a mistake had occurred with my account but after speaking to a representative I was astonished to hear that they had decided in December to alter the offer after 2months of a 12month contract! The change being that the International phone call allowance now being zero! This left me with a bill of nearly £40 over just 3 days of International calls which I made, thinking that they were included in my deal. I have also not exceeded my 300minute allowance, my members account states that I still have 278 minutes left!!!!!
According to PlusNET I was officially informed about the upcoming changes on the 4th of December by email. After searching my Inbox I can categorically say that I have not received such an email informing me of the changes and they have not even made the effort in sending me a letter confirming this.
Having spoken to them and conveyed my surprise and disappointment in being treated in such a way, I am appalled that a company could do such a thing without making sure that their customers have first been given clear notice and in a better way than one email. Nothing has been advertised on my account or on their website!
I have spoken to 2 different PlusNET consultants and I was told that I will not be refunded at all and there is nothing they will do about it!
I would really appreciate your advice on this issue and my legal standing.

OldGreyFox

https://forums.moneysavingexpert.com/discussion/2972034


http://www.homephonechoices.co.uk/plusnet-to-hike-line-rental-and-scrap-free-international-calls-07122010.html

Spark

Go and post about your disappointment on their forum, and explain about the fact that you have never received an email about the changes. There are always people from plusnet answering posts on their forums and trying to solve problems.
I did get the email about the changes last year, but really if you didn't get it it's not your fault, they might not give you back your money but they might do something else about it.
It's worth a try, you never know......