Deceptive re-contract e-mail from PlusNet!

[Deleted User]

I have been on a PlusNet contract for a few months and was still within my initial contract period. I received an e-mail to say that my broadband price would increase soon, but they offered me a new contract and said "if you switch to it now, the broadband price won't go up." So I clicked the link to switch to it, and then the website compared the new price to the existing price on my current contract, showing that they were the same before the price rise. They also offered a further reduction for the new contract, so I accepted.
However, I had forgotten that I was already receiving a larger reduction! I can't remember that being displayed anywhere, as I had the impression that I would be receiving a new discount. Of course I should know how much my bills are, but I tend to think I have remembered incorrectly when the company actually displays my current price on their site!

So now I am paying slightly more than I was before. It isn't a big deal, but I can't imagine knowingly recontracting early to a higher price, and sending an e-mail to tell me that my price wouldn't go up was confusing. I complained about the wording in the e-mail that said my price wouldn't go up. They replied to say that the price hadn't changed, but I had simply agreed to a lower contract discount. It's my fault for not checking the bill sooner and only noticing now when it is too late to change the new contract, but I still wasn't very happy.

[Deleted User]

Make a formal complaint in writing details at https://www.plus.net/help/legal/complaints-code-of-practice/ and if they don't increase your discount to the correct amount, take it to the Ombudsman.
That will cost them a lot more (even if you lost) and costs you nothing but your time.

[Deleted User]

Thanks, I appreciate the reply.

esuhl

Very sneaky! Something to look out for -- thanks.