Plusnet new billing system throws a wobbler

[Deleted User]

@alamwsg
Think I read your post over there (or some else who said exactly the same thing).
This is a debacle and shows the lack of testing that Plusnet did prior to this implementation.
I hope OFCOM hit them with a big fine.
You have told OFCOM about your billing issues?
My bill is due in 5 days and I will be informing OFCOM if Plusnet get it wrong.

alanwsg

gsmlnx wrote: »

I hope OFCOM hit them with a big fine.
You have told OFCOM about your billing issues?

It has to get a lot worse before I contact OFCOM, sounds like a whole load more hassle.
Thing is, if I'd just ignored it and done nothing, Plusnet's actions would have sorted the issue out.

My real beef is with how long it takes to raise the issue and talk to a real person, preferably one that believes you.
Also, I now know how to raise a billing issue on line (That page is well hidden!), so I've gone that way.

bognorcodger

Update 18/09/2018.
Received notification last night of my next (September) bill - broadband charged twice. Called customer services at 07.45hrs today ( bit sad, I agree) and joined a 23 minutes queue..
Conversation bit smoother than last week - they do now appear to concede that the problem is my new contract starting around same time id-August that they were switching their a/cs software. They agreed I could tell my bank not to pay the upcoming dd , and then make a manual payment direct with Plusnet. Apparently Plusnet cannot cancel the dd themselves.....

brewerdave

bognorcodger wrote: »

Update 18/09/2018.
Received notification last night of my next (September) bill - broadband charged twice. Called customer services at 07.45hrs today ( bit sad, I agree) and joined a 23 minutes queue..
Conversation bit smoother than last week - they do now appear to concede that the problem is my new contract starting around same time id-August that they were switching their a/cs software. They agreed I could tell my bank not to pay the upcoming dd , and then make a manual payment direct with Plusnet. Apparently Plusnet cannot cancel the dd themselves.....

You might have a problem with stopping the DD - Plusnet give so little notice that it may already be in motion.:(

bognorcodger

According to Santander Q&A, they will reject a direct debit if requested by 4.00pm on day it goes out. Just in case this is a bit optimistic, I've given them advance notice today (19/09/2018) of the expected Plusnet dd 'on or around 24/09/2018' . Fingers x'ed -updates to follow.....

onashoestring

Me too - Plusnet overcharged me September on a new contract I’d taken out in August, just as their new a/cs package was being introduced.

I contacted plusnet via online chat to notify them that I had been overcharged, at this point I did not realise it was a problem with the new a/cs package & the advisor didn’t seem aware either. I was told it would be refered to billing team.

10 days later I’d not heard anything, So I used Resolver & as a result the next day I got a phone call from plusnet apologising & offering to refund my whole September bill ( not just the amount I was overcharged) this is in the form of credit against my next 2 months bills.

I’ve had several e-mails confirming the credit & apologising for the error.

It seems plusnet are now acknowledging the errors & rectifying them but if you’re not getting anywhere with plusnet directly , I’d recommend using Resolver for a speedy resolution.

Lady_Bee

Me too!! I contacted them through Twitter due to the phone wait times and eventually got a response after a couple of days. My problem was also with a new August contract, they charged me full price instead of the discounted price. The DD has gone out for the incorrect amount and they will credit me this amount in the next bill, it's only £9.55 so it's not a huge problem. I'm satisfied with this resolution although I'll be keeping an eye on the next bill!