I renewed my contract but, I'm still getting charged for being out of contract?

[#1]

Hi, I've been a Plusnet Customer for a few years now, I received an email saying that I needed to renew my contract or I would be paying 'out-of-contract fees, so I did this last month and expected everything to be ok.

When I checked my bill today in the portal, it told me I needed to pay £47.54 which is 'out-of-contract fees.

I shouldn't have to pay £47.54, as it stated in the email I received, after I renewed my contract. That it would be 24.99 for the next 18 months.

[#2]

Hi there, I'm really sorry about the problem with the over-charge, that's definitely not right. It looks like the new contract hasn't been reflected on your account billing. I'll get that fixed going forward for you. Would it be OK to credit the over-payment against your account balance or would you prefer a refund? - Adam

[#3]

Hi Adam, thank you very much for the help. I would like a credit over my account balance if that’s ok, thank you

[#4]

No problem, I've added that credit towards your next bill and I've manually activated your new contract. 

Let us know if there's anything else you'd need help with