PlusNet refund help.

sebsy

I was hoping you folks could help me make sense of this. I'm getting fuzzy with the numbers here because I'm sure I'm right but the customer service person doesn't agree with my numbers.

My bills were from 24th-23rd because my contract started on 24th of Feb 2021. For ease, we will call the Dec21-Jan22 bill the Jan bill, and so on. Up to those last 2 bills, I had been charged the correct amount of £17.

Jan bill £21.22

Feb bill £21.22

My contract then ends on Feb 24th.

So I'm owed £4.22 from those 2 bills totalling £8.44 at the end of my account.

They then charge me the Mar bill at full non discount price (even though I've left) of £32.88, but with the £8.44 credited against it so they only take £24.44 from my account.

The CS rep I've just spoke to says they will refund that £24.44, but my argument is they owe me £32.88 because they can't use my £8.44 credit against a bill they should never have charged in the first place. If they hadn't messed up the last 2 bills so they didn't owe me £8.44, then this last bill would have taken £32.88 from my account all of which I'd be due back.

That's right, right? So they still owe me £32.88, because they can't write off my credit against a bill they shouldn't be charging in the first place?

1) I have c&p this from a forum I post on so hopefully I've edited as such that it makes sense.

2) I hope this is the correct part of the boards to ask this question.

Carrot007

Don't be silly. Do you want them to refund so you can pay again and possibly have a late marker added for paying late as well.

user1977

Surely you're both wrong, and you're due the £8.44 credit plus the £32.88 for March? (assuming you're right about those figures)

400ixl

user1977 said:

Surely you're both wrong, and you're due the £8.44 credit plus the £32.88 for March? (assuming you're right about those figures)

How did you get to that? They never charged £32.88, if they had then you would be right, but they didn't. So the OP calculation would appear to be correct on face value.

user1977

400ixl said:

user1977 said:

Surely you're both wrong, and you're due the £8.44 credit plus the £32.88 for March? (assuming you're right about those figures)

How did you get to that?

By not having enough coffee yet, clearly...

born_again

So when did you give them notice of cancelation? 
Did they have a RPI price increase in Jan?

sebsy

born_again said:

So when did you give them notice of cancelation? 
Did they have a RPI price increase in Jan?

My contract started Feb24th 2021 and so ended on Feb 23rd 2022, I signed with Shell on Jan 25th as they do all the swapping over and I didn't need to tell PlusNet myself.

So pretty much exactly as I entered my last month, save for a day or 2.

There was no price increase.

I think essentially what has happened is that a new bill has been raised for a month I'm no longer with them because I went one day into the new month.

So really, on top of what I'd already paid I should only owe £1 and a few pence for that day and now I have to wait a few weeks for them to raise a final account total which should refund me £32.88 minus just over £1.

I have since spoke to a second CS rep who seemed to understand what the first one didn't, which is that they can't use my credit against a bill then not pay it me back.

I'm still expecting them to mess it up because this is the second time I've been with them over the years and they always mess up bills here and there which is my only real gripe with them as the service has always been sound, and before now CS has always been on the ball.