Incorrect billing after contract renewal,

[#1]

I am hoping that Adam or one of the team can help me as I am having difficulty with using the phone due to hearing problems at the moment.

My contract terminated on January 19th and new one started on January20th. 

The monthlly charge should be £23.49 with payment taken by direct debit on or around the 20th as before.

I have just received the bill which shows the monthly charge as £29.03 and the payment date has been changed to on or around the 29th.Also, in the breakdown of charges there is an amount for £7.01 dated January 5th -14th which I don't understand as the January bill has already been paid.

I asssumed (or hoped) that there would be a problem free transition with the new contract starting when the old one finished and payment being taken on the usual date so I would like to know why the bill is for £29.02, why the direct debit date has been changed and what the £7.01 shown in charges refers to?  I wish the money to be taken as in the previous contract on 20th of the month. Also,no minimum speed shown on contract or product details which I thought was a legal requirement?

[#2]

---

@Willow6 wrote: snipped

I asssumed (or hoped) that there would be a problem free transition with the new contract starting when the old one finished

---

As far as I'm aware renewing a contract overrides the existing contract - meaning the old one stops on the day you renew and the new one starts immediately. If you renewed one either the 5th or 14th then this might (almost) explain this £7 charge

But yes a member of staff needs to pass a glancing eye over all this.

[#3]

Thanks for replying.

I did query the renewal date with the staff member who arranged the new contract and he assured me that it would start on January 20th when my previous one terminated and it has done so . This discussion took place on January 5th but I have no idea what January 14th has to do with it and why the payment date has been changed.

[#4]

---

@Willow6 wrote:

Thanks for replying.

---

No problem 😁

---

I did query the renewal date with the staff member who arranged the new contract and he assured me that it would start on January 20th when my previous one terminated and it has done so . This discussion took place on January 5th but I have no idea what January 14th has to do with it and why the payment date has been changed.

---

I feel you've been misinformed - or should I say he was misinformed as this isn't the 1st time this has happened.

The 5th could be the start of the £7 then, with a billing date of the 14th and with that in mind a DD (direct debit) date at the end of the month.

A staff member should be able to explain what's happened and how they'll sort this out. Just a waiting game...

[#5]

I have the email stating the coctract renewal date as January 20th.

AsI have already paid up until January 19th and the new contract price is slifgtly less I still wouldn't owe anything from 14th -19th.

Any changes never seem to go smoothly!

[#6]

Sorry, I meant 5th -19th.

[#7]

That email could be right. I've forgotten which way round it goes, but renewing over the phone is (or can be) different to renewing online. One of them causes the renewed account to go live right then whereas the other renews at your next billing date. To me that's just daft!! They should KISS - keep it simple stupid

(now I'm now way saying you are stupid, it's just a term😂)

And I know you're right, not much does go smoothly in these modern times!! Bring back pen and paper!

But as I said, hopefully a member of staff will pick this up, then go and sit in a darkened room for a few hours, possibly contemplating their career choice, and post up giving you an explanation and resolution via their ticket system.

edit typo no to know

[#8]

on another thread, I saw a statement from Gandalf  -  "Thought it's worth me noting that if a contract is renewed over the phone, it'll begin on the next billing date. If renewed online, then more often than not, it'll start the next working day...". 

The last two times I have renewed by phone my contract has started the next day and not on the next billing date as Gandalf suggests. The last time I renewed the staffer on the phone said it would start on the next day (which it did) whereas the time before they said it would start on the next billing date (which it did not). If I recall correctly at least on one occasion, the email notification I received did not accord with what happened - i.e. the email suggested renewal starting on the next billing date whereas it started the day after I had phoned to recontract.

Plusnet need to be consistent whether renewal is on line or over the phone. It would make things so much simpler, easier for customers to understand, and avoid wasted staff time sorting things ot / explaining what is actually going on. .... and even more so if they fixed renewal to billing dates as that would avoid part month adjustments with the attendant billing confusion.

[#9]

Thanks for your reply.
I renewed by phone but would not have renewed til a later date if I had not been assured that renewal would be when my present contract finished.My new contract is slightly cheaper but more often a new contract is dearer so why would anyone want to renew earlier than necessary and pay more?

[#10]

I was hoping a member of the help team would look at it today but nobody has.

[#11]

This has not been fixed.

[#12]

How can I get one of help team to look at this please?

[#13]

@Willow6 They will pick it up in sequence.

[#14]

Hi @Willow6 

I've looked into this for you and created a ticket on your account with the information

Let us know if there's anything else we can help with

[#15]

Thank you.
I have added bill details and questions to ticket. How long should I wait for a response as my last ticket raised was not answered.