Plusnet billing problems

I am in a similar position and feel very disappointed since recontracting to stay with PlusNet Broadband, for 18 months, and having paid telephone line rental for one year in advance. It looks as if I am locked in now for more than a year.


I have to telephone every month to have incorrect billing corrected and the time taken is unacceptable. I have to pay the inflated Direct Debit then wait until the excess amount paid is refunded later to my bank account. No account is taken of the time and inconvenience involved for the customer.


The most recent call resulted in a potential measure of correction although still does not really deal with the cause of the problem. After this current bill, and in future, the overpayment will still be charged monthly and, in the same bill in future, the overpayment will be refunded. This is better than before although, if it works, it does not deal with the cause and resolve the problem. It seems odd - overcharge and refund the amount overcharged without dealing with the cause and presenting an accurate bill.


I feel sorry for the 'front line' Customer Advisors who cannot put you through to The Billing Team directly and can only offer to arrange contact with a manager in about 3 to 5 days. Whatever has happened to the once excellent PlusNet Customer Service? The 'front line' Customer Advisors do their best but it really is unfair for both the customer and the Customer Advisors themselves.



I have to admit feeling very disappointed and not pleased with the increased amount of time and effort taken every month so far. The cause of the problem is not being fully addressed and resolved at source.


Why would PlusNet let this problem continue unresolved for so long without a proper fix?


Crimson