Problems at Plusnet

schiff

"Thank you for your patience. We are aware of the issue with incorrect bills being taken. This is due to the correct discounts not getting applied by our Billing system. The relevant team are working on the issue. Once this is fixed, you will automatically received the refunds we owe you and future bills will be corrected. I am sorry for the inconvenience this is causing.

ME: This is a nuisance, we shouldn't have to be monitoring our payments like this every month! Twice now in successive months

I understand and I am sorry about this, we are aware of the issue and it is affecting a large number of customers. Once we get this fixed, you will get all of your refunds at once.

It will all happen automatically, you do not need to contact us for it."

schiff

The above might save you wading through the options to get through to self-congratulatory Plusnet.

Check your DD anyway. This has happened to me in two successive months.

[Deleted User]

Plusnet have your money. Nice interest free loan for them.

Please contact OFCOM and complain about this persistent misbilling. This page has the link to inform OFCOM of Plusnet's actions. https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/billing

Only if enough people complain will OFCOM investigate. And until they do, I doubt Plusnet will put real efforts into solving the issue that they created by installing a really bad invoicing system. This issue started in September 18, so they have had 5 and half months to fix it so far. Shows what Plusnet's management thinks about treating customers fairly.