Being charged more than I was informed for new package

[#1]

I have broad band and phone package my bill was going up due to phone calls so I phoned plus net and was offered an anytime phone call package , when I phoned to confirm my bill a few days later I was told my bill was £5 more a month than I expected , when I complained they said they would listen to the recording of my phone call. Which they found had not been recorded strangely . 

So I now have a bill that is more than I agreed , if I could listen to that recording that would have helped 

has this happened to any body else 

I have been with plus net for many years and found them to be excellent. But they have changed and they seem to treat new customers with much better offers 

[#2]

i have been a customer for many years and always been very pleased  but now I have had an offer then been denied it. I was told I was on a rolling monthly contract then told I was on a 24 month contract . 

I was left confused unsettled and paying more than I was promised.  When my contract runs out I'm off

[#3]

Hey Swooten, I echo everything you say, except to add that my band width has dropped from 13+mps down to less than 8mps. I can't wait for next Feb. I'll be going back to talktalk.

[#4]

Could you confirm when this call was please. I can see that someone did arrange to look for and listen to a call for you, however their notes suggest they were looking for a call made on 05/06/16. However looking at the account, I can see you called us on 18/05/16 to add the Anytime call plan.

I've also had a look over the most recent invoice (21/05//16)  and the one prior to that (21/04/16) and can see the most recent one did increase by £5. However this was due to the extra £3 for the Anytime call plan and the call charges that month were £2 more than the previous month.

As the Anytime call plan came in to effect on 21/05/16 and the call charges on the invoice generated that day were for calls made up to 20/05/16, I would expect the invoice generated on 21/06/16 to be lower due to the new call plan now in place.

Is it possible there has been some confusion around when call charges/call plans would take affect?

[#5]

@swootten Looking at your account, you are on a rolling monthly contract with discounts up until 21/05/17.

@Wilee Sorry to hear your speeds have dropped. Have you tried our troubleshooting guide here: http://www.plus.net/support/broadband/bbfaults/

If the troubleshooting guide doesn't help, it may be worth raising a fault at http://faults.plus.net if you haven't already, so our faults team can investigate that for you.

[#6]

Moderator's note by Mike (Mav)

Threads merged

[#7]

Thankyou for looking 

I was offered a package with anytime call for a lower price than £30 a month because I had been with plusnet for a long time now I'm being charged £34  I know they said they can't find the recording it was when I changed to anytime .  I'm not sure how a recording can be lost it was recent.  Plus net has always been great and very helpful  

[#8]

Please could you confirm when the call took place where you discussed this new offer. Was it the same call when you arranged for any time calls to be added?