Incorrect billing after contract renewal,

[#1]

After waiting a week,not to mention the stress and time involved, you haven't answered any of the questions I asked.. Did you even read them? Your answer was to tell me that my bill would be £23.49 going forward! I already know that thank you
Please answer the questions I asked.

[#2]

Hi @Willow6 

I've dropped you a further reply to this which should clear things up

[#3]

Matthew, I have added comments to the ticket as I'm still not satisfied with explanation for the January 5th-14th charge.It would appear to me that I have been charged twice for the same period as I have already paid up until 19th on my old contract.

[#4]

Adam did say that he would speak to the billing team and get back to me but I have heard nothing further.

[#5]

Hi @Willow6 

I'm really sorry that I haven't been able to get back to you until now. I've checked the account and can see my colleague Matt responded which should cover everything off for you. 

[#6]

He has responded but as you can see from my reply I am still questioning the charge dated Jan 5th -14th and the billing team would be the ones with the answer.

[#7]

I think I can see why you're questioning @Willow6  and I'm going to do my best to break this down into manageable pieces

Your previous contract was due to end on 19th January and you were paying £23.49 per month

You made contact with Plusnet on 5th January to renew your contract. You rightly assumed the new contract would start on the 20th January

On your old contract you were paying £23.49 per month and you were expecting the new contract to be at the same price (£23.49)

You rightly wish to retain the SAME payment date and for £23.49 to be taken from your bank account on the 20th of each month as before

However you have had £29.03 (possibly wrongly) taken from your bank account and on the wrong date? You wanted the 20th of each month

£29.03 is more than £23.49, so I have no clue why or how it is £5.54 higher, though maybe your new price is higher?

But you also noticed there is a charge of £7.01 on your account

1. You would like:
2. To be told what this £7.01 is for
3. To know where the 5th to 14th January date has come from
4. To have the payment (DD) date moved back to the 20th.
5. To be refunded the £7.01 IF it has been an error at Plusnet's end.
6. To be able to have this sorted with minimal fuss and move on with your life

I wished I knew how I could possibly assist you in obtaining a resolution, but does this sum it all up?

edit to correct the fact we don't use dollars as one amount above was a mistype

[#8]

Not quite correct!
I was owed a refund of £5.51 which was. deducted from the £29 03 leaving £23.52. This has been taken from my account today.
My old contract was for £24.02 and finished on January 19th.
My new contract is for£23.49 and started on January 20th.
The billing period is from 20th -19th for December and 20th-19th for January.
I have paid for the period January 5th-14th on my old contract but have been charged £7.01 for these dates on the new bill so I think I have been charged twice for the same period.
The reply I was given was that it was because I renewed before my billing date but my new contract date clearly states that it started on January 20th.
I feel I am getting nowhere but just stating the same facts repeatedly and getting answers which make no sense to me.
I think I have passed the minimal fuss stage!

[#9]

@Willow6 my guess is that although your original contract ended on the 19th, your billing date was actually the 14th of the month. Your new contract starts on the 20th and the billing date has now been aligned with that. So the latest bill is for the 20th Jan to 19th Feb (i.e a month in advance ) plus an additional bit for the 14th Jan to 19th Jan , so effectively a month and a bit which explains the additional amount for this one month. As I say  this is a guess as I don't have access to any customer accounts.

Knowing the PN billing system it probably looks way more complicated than that on the breakdown with refunds for charges previously paid and then charges for previous discounts refunded.

[#10]

If this were the case the billing period wouldn't be shown as 20th-19th each month would it?

[#11]

The charge is for January 5th -14th.

[#12]

Oh bother, I thought I had it.

So your old contract was £24.02 and this was due to end on 19th January and your billing date range was from Dec 20th to Jan 19th.

--------------------

From what you've said (about the money being taken today) this £24.02 was taken from your bank on 29th December - the actual bill is produced in advance of the monies being taken from our bank accounts but as it's been a while since I've looked into this I've forgotten how many days this is - but you'd paid up until 19th January

--------------------

Have they said or do you know where the £29.03 came from? As your old price was £24.02 and the new one was £23.49. Any overlap of dates would surely be lower than your total monthly bill, wouldn't it?

--------------------

Your OLD contract

24.02 x 12 months  = 288.24 per year (only using 12 months as an example)

288.24  / (divided) by 365 days = 0.79 (rounded up) per day.

I THINK Plusnet have given you the new price during the contract renewal on 5th January even though you can see your expiration date of the contract will be on the 20th. Maybe they will confirm?

Your new contract

Using the above guesstimated figure of 79p per day

Therefore £0.79 x 10 (this being me including the 5th day and the 14th day and all those in between = £7.90

(and £7.90 is close enough to £7.01 for this example)

Although there are 6 days remaining from 15th to the 20th

So they owe you a refund to finish off any overlap with the old contract and from 20th January you need to pay £23.49

--------------------

I have NO CLUE where this £29.03 came from and IF I'm right this was too high anyway, it's sounding like around £5.51 should maybe have been deducted from the older price of £24.02, thus you should have paid £18.51 and not £23.52.

--------------------

Why their system couldn't simply say I've already put the bill through at £24.02, but as you renewed on the 5th I need to refund you from the 5th to the 20th and we'll refund that asap and simply bill you at the new price from the 20th moving forwards.

--------------------

Do Plusnet use the same software as the Royal Mail <coughs Horizon> and if I was either the gaffer or worked for Plusnet I'd give you at least £23.49 back as a gesture of goodwill for all the stress and anxiety this has caused you.

I am truly sorry if this confuses matters further, it is most certainly not my intention.

---

@MisterW wrote: snipped
 Knowing the PN billing system it probably looks way more complicated than that on the breakdown with refunds for charges previously paid and then charges for previous discounts refunded.

---

Amen

[#13]

Hang on a minute

Have they refunded the old contract (5th January) or bill production date and billed from then with the new contract price...?

That would explain the refund and the higher figure - so the costs tally overall.

[#14]

No,the refund was nothing to do with that.

[#15]

Sorry about that Willow6 ..... again

Well you've certainly got me thinking.

I will observe from the sidelines as I can't be helping matters and hope they finally explain what has happened and how they can assist you in resolving it.

But if you do need me, just shout out