OneStream double price increase

chancer1967

OneStream have added 28% to my direct debit this month.

Here is their trick:
- my contract says £17.95 for 12 months
- but my monthly invoices say £35.90 less a promotional discount of £17.95 (not mentioned at all in the contract)

The RPI+3% price increase has been applied to the first amount and not the promotion.

However my contract doesn't mention the promotional discount, so I should be able to get them to reverse half of the increase.  Except that their customer service centre is unavailable.  I guess they are handling a lot of complaints this morning!

Feline

It’s normal for them for their customer service to be completely unavailable- that’s how they try to trap you with their compulsory free subscription packages at the beginning that you have to cancel to get out of, but there is no way to contact them to do this.
A web chat only open once a week on a Saturday for a few hours is a joke.
We are also extremely unimpressed by a 25.8% increase in our bill this month. We’ve been with them since December, so are locked in for another 8 months

chancer1967

Feline said:

It’s normal for them for their customer service to be completely unavailable- that’s how they try to trap you with their compulsory free subscription packages at the beginning that you have to cancel to get out of, but there is no way to contact them to do this.
A web chat only open once a week on a Saturday for a few hours is a joke.
We are also extremely unimpressed by a 25.8% increase in our bill this month. We’ve been with them since December, so are locked in for another 8 months

If you can bear waiting on hold for ages, and are insistent on not taking scripted BS from the CS associate, they will apply a credit to your account for the overbilling for the remaining months on your contract.

In my case 6 months x half of the increase, which will come off my next direct debit.

Took me about an hour, but felt like it was worth it if only for the principle.

Giammy85

I'm on the same boat! My bill went up by 29.60%... I will contact them

martinm1

Same here.  I guess most customers will just pay the increase.  It's another con from these companies.  I guess I could query the direct debit from my bank, as they are always available.

I have raised a ticket let's see what happens.

martinm1

Onestreams response

Good Morning 

Thankyou for contacting Onestream I hope you are well.

Checking the account I can see the RPI inflation has been applied correctly. 

You have the Onestream Fibre 80 product - standard rate £37.95

12m promotional discount - £17.

Onstream fibre 80 £37.95 + 8.8% = £41.28

£41.28 - £17 promotional discount = £24.29

I hope this has provided some clarity regarding the increase.

If you have any further queries please do not hesitate to open a live chat to speak with an agent in future.

I hope you have a great bank holiday weekend.

Kind regards

Customer Experience Team

martinm1

chancer1967 said:

Feline said:

It’s normal for them for their customer service to be completely unavailable- that’s how they try to trap you with their compulsory free subscription packages at the beginning that you have to cancel to get out of, but there is no way to contact them to do this.
A web chat only open once a week on a Saturday for a few hours is a joke.
We are also extremely unimpressed by a 25.8% increase in our bill this month. We’ve been with them since December, so are locked in for another 8 months

If you can bear waiting on hold for ages, and are insistent on not taking scripted BS from the CS associate, they will apply a credit to your account for the overbilling for the remaining months on your contract.

In my case 6 months x half of the increase, which will come off my next direct debit.

Took me about an hour, but felt like it was worth it if only for the principle.

So do I have to call them,  as when I raised the ticket they said the bill was correct, as the increase applies to the non discounted rate.  I guess walk at the end of my contract.  I'm glad I didn't sign up for longer.

iniltous

What was the deal in place at the time , it clearly shows a 12 month promotional discount, but was it with a 12 month deal , it’s not unusual to have a discount for only part of the minimum term , so ( as an example) £17 discount for 12 months , normal price £37 ( subject to annual increases ) that would be £20 for 12 months then the full price for the next 12 months , so before cancellation I would check if it were a 24 month deal , because 12 months of ETC , based on the original non discounted price that has then been adjusted for inflation ( so based on the £37 plus the annual increase) may well be a significant sum….

if you didn’t realise the way the discount was applied you may not have realised the length of the minimum term either , it’s worth checking 

martinm1

iniltous said:

What was the deal in place at the time , it clearly shows a 12 month promotional discount, but was it with a 12 month deal , it’s not unusual to have a discount for only part of the minimum term , so ( as an example) £17 discount for 12 months , normal price £37 ( subject to annual increases ) that would be £20 for 12 months then the full price for the next 12 months , so before cancellation I would check if it were a 24 month deal , because 12 months of ETC , based on the original non discounted price that has then been adjusted for inflation ( so based on the £37 plus the annual increase) may well be a significant sum….

if you didn’t realise the way the discount was applied you may not have realised the length of the minimum term either , it’s worth checking 

No it was only a 12month contact, as I was concerned about the inflation plus rise mid term.  When I signed up there was no mention of the discount, only a total monthly charge, that's why I was surprised at the double digit increase.  Surely this is something Martin Lewis should also highlight to the regulator

Bendo

Typical of rubbish small time providers. It's a con basically.  I considered them, glanced at the terms and saw they use RPI not CPI and that was the give away that that are !!!!!! takers.

JRTdad

Currently on hold having this argument with Onestream too. IMO it's highly disingenuous what they're doing.

I also got caught out by the stupid 'Onestream Assured' which was loaded onto my bill after the first month, but I'll take that on the chin since it was at least mentioned in the original email from them. 

Edit: They relented and agreed to apply the 8.8% increase to my original price of £19.50/month. But only after 40 minutes of circular arguments.