Is this a email scam or have customer services got it wrong?

[#1]

Had an email through from Plusnet telling me my fixed price contract will end in a month's time and offering me a new deal of £22.99 a month plus £9.41 anytime calls. When I click on the deal link and start my order it says "Sorry, the offer you selected doesn't apply."  So I tried the Chat route but they did not know why it wouldn't work after trying several different things, so I said I would phone customer services. Spoke to CS who told me the £22.99 was for new customers only and the email was a scam. Even though the email had my name, the date of the end of the contract and the amount of usage on the account. 

[#2]

Thanks for your post @rav4cas and welcome to our Community Forums.

I'm sorry to see the issues you've had trying to renew your contract.

Definitely sounds genuine from what you've said, but could you private message me what the email says?

Feel free to either copy and paste the content or message me screenshots.

[#3]

New to this forum. How do I private message you?

[#4]

@rav4cas  Click on Gandalf's name in his post then on the right hand side of the "About Gandalf " page is "Send Private Message"

[#5]

Or you can click Here to send me a private message