OVERCHARGED £200 on bill

[#1]

Ive already tried online chat but no help at all, they said someone would email but nothing  I AM DEAF SO CANNOT CALL YOU !

Ive had my bill today £292.78 instead of £22.99  , it seems I've lost my phone line too .!!?

After investigating I see that I am being charged £261.18  for early termination of my contract !!!   I have just renewed my contract last month so no intention of terminating my contract .

If you take my money it will wipe out my pension, please will someone help sort this out.

[#2]

Hiya @judeparker1, 

I'm really sorry to hear this has happened and I completely understand your distress over this.  I can see you have raised a complaint with our higher escalations team here today. 

A case handler will be assigned in the next few days and they will look into this for you. 

In the meantime, call you bank and just ask them if there is any options they have to prevent you more stress. Our team will take care of the rest when they are in touch. 

[#3]

Thank you for getting in touch Sammy.

I had a friend over yesterday who tried to call you but after three & a half hours waiting & being cut off twice she gave up.

My big dread now is that I will lose my broadband as well as my phone, although I can't hear on the phone so don't use it my friends sometimes do. 

Broadband is my lifeline for contacting people & for shopping, I would be totally stuck without so please don't cut me off.

I've just signed up for another 24 months so there is no way that I've asked to end that contract .

Please do not take £292+ out of my account I do not owe that money.

You suggest going to my bank for help but I can't see what they can do , if I stop the payment I will be in trouble with Plusnet. 

I'm totally in panic stations here.

Kind Regards 

Judy Parker 

[#4]

Thanks for getting back to us @judeparker1 

As per Sammy's advice I'd still recommend contacting your bank to see if they can stop things.

If your bill fails you won't get cut off for the first 14 days which will give our High Level escalations team time to look into what's happened here

[#5]

Thank you Matthew for your reassuring reply.

I will go to the bank tomorrow. 

Thanks again.

Judy Parker 

[#6]

Hi Matthew.

As suggested I have been to my bank this morning regarding my Direct Debit payments.

They say that I can't just stop that one payment so they've cancelled the Direct Debit  altogether  & once everything is sorted Plusnet can set up the Direct Debit again.

I hope this is OK  , I look forward to hearing from your Higher Levels escalation team, it will be good to get everything sorted.

Kind Regards 

Judy Parker 

[#7]

Hey there @judeparker1 , it should be ok as the 14 days will be the buffer for you  

Glad they have helped you out with this, whilst we wait for the HLE (Higher Level Escalations) do you need anything else?

[#8]

I know it's a bit late now but the ideal solution, as far as I'm aware, is to contact your bank as soon as payment is taken from your account to invoke the Direct Debit Guarantee. The bank must refund you the amount immediately which then gives time for the correct amount to be collected without cancelling the DD.

[#9]

Dear [CSA Removed].

As you suggested I have checked with BT again.   My account was cancelled in August as I said I did not want to go ahead with the change over ..  I had no router & they have no bank details of mine, they are not providing me with anything.

I renewed my contract with you on 31st August for £22.99 broadband & phone line which started 1st September.   

. Why would Plusnet think that I'd cancel it a few weeks later, I'm not silly enough to do that.  I have the confirmation email regarding my renewal .

I'm wondering why you say that you cannot provide a phone line, can you not just reconnect it for me please?  I do not want to pay someone else to reconnect it.

I have a text relay phone which although is time consuming to use but I cannot use it now as I've had my phone cut off.

As you are in the same group as .BT & EE  can you not check with BT yourselves but as I say they are not providing me with anything .

I don't want to leave Plusnet,  that's why I renewed my contract for 24 months on 31st August two months before the contract was due to end

I am panicking like mad here,  its not a nice situation to be in but I really do appreciate your help

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

.

Kind Regards 

Judy Parker 

[#10]

Hi Judy, [CSA Removed] won't be able to see your response on here so I've added it to the ticket on your account that they're dealing with for you, please add any further replies to her on there as it will reach her directly. 

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#11]

@judeparker1, if your phoneline has been ceased (which it sounds like it has from what you've posted), then you won't be able to get that back as it was.  Openreach (Plusnet, and many other ISPs suppliers) stopped selling new voice services from the 5th September. Plusnet wouldn't be able to do anything about that.

The alternative is a Voice of IP (VoIP or Digital Voice) which isn't something Plusnet do.  That is probably where any suggestion of BT or EE have come in to it, as they have these products.  There are also many independent VOIP suppliers which wouldn't be tied to any broadband service, so the broadband side could stay with Plusnet.

I'm not staff, so can't see anything other what's posted here, but can think of instances where this kind of thing has happened before where it has been Plusnet's fault and others where it's been the customers fault, and couldn't say for sure who's it is here.  I'm just posting this to give a little explanation as to why it may not be possible to just reconnect you.  If you do wish to go down the separate VOIP route then there are quite a few knowledgeable people (customers) around here that can offer you help too.