Been charged when I shouldn’t been

[#1]

Hi all don’t know if anyone can help, I payed my plusnet bill 2 weeks ago and today they have tried taking more money, but when I log into my account it says I’m all up to date and don’t need to pay till mid march? I can’t call them as my phone bill has been cut and I can’t find another way to contact plus net, I can’t loose my internet as it the only way I can contact my medical team stressed on what to do

[#2]

@Meyersemma06 I can't see any PN staff on here at the moment, but I'll tag @Townman and see if he can help?

[#3]

Thankyou I really appreciate it

[#4]

There’s probably more detail here. The post has only been up 10 minutes … please give staff time to respond. They do not need to be logged in here (direct) to be aware of issues.

[#5]

OK, @Townman . My apologies.

[#6]

Hi @Meyersemma06,

Sorry for any confusion with this, I just took a look and everything does look up to date here.
I don't see a reason why we would be billing you again as I can see when the payment was made and your billing date is not within the time where that would be a problem.

I can only imagine it is an error, even if you do get restricted as long as you have an active direct debit setup the failed payment splash screen shows when you try to do a search online, you can just click acknowledge and use the internet as normal so you can let us know.

But currently, I cannot see any failed billing or anything on our side to show that we have done this.

There are also no restrictions at all on the broadband or services currently.

Can you let us know if anything does get taken out.

Please ensure you type in your reply @LexLex2020 So I get the email notification.

Thanks,

Lex

[#7]

@LexLex2020 Reading the OP, they claim that they 'payed my bill 2 weeks ago and today they have tried taking more money' ,

[#8]

@Meyersemma06,

I just tried to call you today to discuss your account but I was not able to get through to you.
If there are any restrictions I will get them removed.

I am really sorry about this, I can also see a complaint has already reached our high level escalations department, they will be in touch with you soon to discuss this further, should be sometime today so please keep your phone with you. I understand you cannot make calls out currently but are you able to receive them?

Thanks, Lex

[#9]

Hi
Sorry I’ve been busy this morning
I’m home now and I can receive calls Thankyou

[#10]

I’ve had 3 emails this morning saying I owe you guys money now and if. I don’t pay I’ll be restricted

[#11]

@LexLex2020 - you about?

[#12]

Thanks for taking my call @Meyersemma06,

Can't disclose everything on here but I can confirm a member of the High Levels Escalation Department will be in touch today to discuss the complaint further.

I will ensure no restrictions are placed before they contact you.

Thanks for notifying me @jab1 

Thanks,

Lex

[#13]

Hi

I’ve had a response saying it’s my fault basically but I don’t see how it’s fair when my app said I was due to pay nothing! If I was due to pay I should have been told not just take the money from me, I’ve received a email but they say I can’t respond back, I’m screwed basically, can’t go without my internet it’s the only way I can contact people so I’m stuck now

[#14]

Don’t suppose you are able to give me a call tomorrow afternoon please? Find it easier for someone to explain what’s happened rather over email? Please if appreciate it Thankyou

[#15]

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@Meyersemma06 wrote:
... but I don’t see how it’s fair when my app said I was due to pay nothing! If I was due to pay I should have been told ...

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What "App"?

Plusnet do not have an app - invoices are raised on the go0live anniversary date and payment is due on the day the invoice is issued.  A notification that an invoice has been present for payment is sent by email to the contact email registered on the account several days before the payment is taken.

Are you monitoring the email box for the contact address on the account?

If you look at your ticket history (see the link below) you will find a copy of the message sent to you on billing day...

Service Notification
10:56am, Tuesday 28 Jan 2025
The customer was mailed the following message to address(es) (postmaster@YOURACCOUNT.plus.com, someother.address@elsewhere.com):

Subject: Your Plusnet bill is ready to view
Hello YOU,

Login to My Account to view your bill https://www.plus.net/member-centre/billing-payments

You'll need your account username or email address and your password to login.

Your account username is: YOURACCOUNT
Your account email address is: postmaster@youraccount.plus.com

Do you recall seeing such emails?  If there are payment arrangements are on the account, payment is not taken until several days after these emails are sent.

Some users have found that if a payment fails, then there is a period of chasing for that payment ... which if not attended to promptly could result in payment for the last period's account being made shortly before the following period's payment is requested and taken.

Also once an invoice is raised, if there are payment arrangements on the account, paying by some other means will not cancel the pre-queued charge against the registered payment method.