Incorrect billing after contract renewal,

[#1]

Hi there, could you add a screengrab to the ticket showing the incorrect charge please and I'll be able to look into that further for you.

[#2]

Thank you so much Adam but I'm afraid my computer skills are very limited!
I have taken a screenshot but have no ideas how to add it to the ticket.

[#3]

no worries, feel free to send it on a private message on here if that's easier for you.

[#4]

How do I do that?
I'm 90 years old and all this time and effort just to get an answer to a simple billing question is really stressful!
I can email my energy company with a similar question and get a reply within a few hours. Why is it so difficult with Plusnet?

[#5]

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@Willow6 wrote:
How do I do that?

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click on Adams name on the left of his post - a new box will open on the right which has the option to 'Send Private Message'.

[#6]

I got as far as that but how do I add the screenshot?

[#7]

When you have opened the message window, at the top, second from right, there is a 'mountain' icon - click that and follow the instructions.

[#8]

@Willow6 

Does this help? Ignore the writing in the grey area, I created this image for that subject.

[#9]

I am trying to do this on mobile phone.When I click on Adam's name I get the option to send a private message but no icons to click on.

[#10]

Ah, that is understandable - you need to select the 'use desktop site' option to see the full reply window. Which browser are you using on the phone?

[#11]

Google chrome.

[#12]

In that case, I wonder if @DS can help - I have never used that, so have no idea where you need to go to select the desktop site, sorry.

[#13]

Thank you. I think I have done it now.

It's ridiculous that Plusnet don't have a simpler system for contacting them if you are unable to phone.

i'm so grateful for your help.

[#14]

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@jab1 @ wrote:

In that case, I wonder if @DS can help - I have never used that, so have no idea where you need to go to select the desktop site, sorry.

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Apologies for not responded sooner John - I literally had to drop everything as I hit reply on my previous post and dash out. But yes on a mobile you open a browser, click the top right 3 dots or lines and select Desktop Mode, then find the image and follow the prompts as per that image.

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@Willow6 wrote:

Thank you. I think I have done it now.

It's ridiculous that Plusnet don't have a simpler system for contacting them if you are unable to phone.

i'm so grateful for your help.

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@Willow6 did it send okay?

I have more than likely mentioned the hurdles and how we have to jump to the left, then to the right whilst balancing flaming torches in each hand, with a rose stuck between the cheeks of our backsides and then back flip through a barbed wire hoop whilst reciting the national anthem (also backwards).

Surely in this modern day - although bring bag pen and paper I say - Plusnet could have some sort of digital vault (filing cabinet) whereby we could easily send them an email that was only accessible once the Staffers on here unlock it on a case by case basis. Although some could frown upon it BT (whom own Plusnet) have or had a facility to screen share your device and from there they could copy that image and attach it to their (and our) secure ticket system.

(Yes I'm aware of the new GDPR, but for those who can't call they should implement something that works in these instances)

[#15]

@DS No problem -these things happen, even to me. 😀

As regards the screen-sharing facility, I believe PN do have it, I've seen it mentioned a couple of times.