Dispute over Plusnet final bill.

Vodkaboos

Hi! I just wondered if anyone could help me!

After 3 years with plusnet I decided to switch to a new phone and broadband provider as it would work out more cost effective for me to pay the penalties with plusnet and move.

I received an email on 1/6/15 saying the charges would be £42.80 to come out of my phone and broadband contract and if I wanted to change my mind I had to contact them before the 13/6 to stop the switch which I didn't want to so I didnt!

On the 23/6 (my switch date was 15/6) I received notification that my final bill was £75!! As I queried this they said the original email was automatically sent out with the wrong figure on it and that the new £75 was correct.

Can they do this and increase the cost after I have left them? I based my calculations on the figure they emailed to me originally and that if I had known it was £75 then I wouldn't have switched to new provider as it leaves me seriously out of pocket!

Any advice would be greatly appreciated!

brewerdave

Presumably, PN have given you a breakdown of the £75 ?? If not, ask for a full explanation of how it is calculated before you agree to pay.

EDIT -Further thought have they added on a "cease fee" by any chance (~ £30 if you are deemed to have cancelled b/band rather than transferred to another ISP using an approved process)

Vodkaboos

They said the email that was automatically sent to me just calculated my broadband only and didn't add on my phone - I only had 7 months left at £3.90 per month on broadband so no one can tell me how the £42 was calculated.

They are not backing down at all - surely they cannot tell me it's £33 more than they quoted me after I have left them and haven't got the opportunity of cancelling the switch.

Do they have to honour the email as this £42.80 they quoted was what I used to base my calculations on for switching to another provider?