Billing errors and lack of communications
Ok, this is a rant.
3 Months ago, with the arrival of the unlimited subscription, I moved my tariff over. My broadband bill should have dropped from £30pm to £12ish pm. It didn't. I got my first bill for £371
back at the end of March, and panicking (well you would, wouldn't you?) I phoned PN only to be told it was a clerical error and they'd tried to bill me for the whole year. Unfortunately the debit was still being processed, so the best thing I could do was cancel the DD and reinstate it once everything was cleared.
I still hadn't had a bill 2 weeks later, and PN knew they'd screwed up because they just decided to let me off that bill (phone and broadband). The next month I got a bill in via email, and it asked for authorisation to pay via card. I thought I'd check the referrals values first, but they never came. I paid anyway, to stop any problems with my service, hoping it was just a new glitch.
Now this month I get an email. "You haven't paid your bill. Click here to do so, or face loss of service." No value. No referrals discount. And most disturbingly, the bill is a lot higher then normal. I went to check on it on the portal, only to be told that "that feature isn't available until you have paid your bill."
Do I have mug written on me? Would you pay for a bill that you haven't received? What about your referrals? I know mine aren't unsubstantial, and I haven't been able to keep track of them for the past 3 months because I haven't had a "congratulations, your referral amount is £x.xx."
Rant over. I did email the CSC on a ticket, but as yet no reply. I treat my account with PN like a business. I get them at least 5 new customers a month, and what with the takeover of Tiscali by AOL, will have loads more. Sort it out PN
3 Months ago, with the arrival of the unlimited subscription, I moved my tariff over. My broadband bill should have dropped from £30pm to £12ish pm. It didn't. I got my first bill for £371
back at the end of March, and panicking (well you would, wouldn't you?) I phoned PN only to be told it was a clerical error and they'd tried to bill me for the whole year. Unfortunately the debit was still being processed, so the best thing I could do was cancel the DD and reinstate it once everything was cleared. I still hadn't had a bill 2 weeks later, and PN knew they'd screwed up because they just decided to let me off that bill (phone and broadband). The next month I got a bill in via email, and it asked for authorisation to pay via card. I thought I'd check the referrals values first, but they never came. I paid anyway, to stop any problems with my service, hoping it was just a new glitch.
Now this month I get an email. "You haven't paid your bill. Click here to do so, or face loss of service." No value. No referrals discount. And most disturbingly, the bill is a lot higher then normal. I went to check on it on the portal, only to be told that "that feature isn't available until you have paid your bill."
Do I have mug written on me? Would you pay for a bill that you haven't received? What about your referrals? I know mine aren't unsubstantial, and I haven't been able to keep track of them for the past 3 months because I haven't had a "congratulations, your referral amount is £x.xx."
Rant over. I did email the CSC on a ticket, but as yet no reply. I treat my account with PN like a business. I get them at least 5 new customers a month, and what with the takeover of Tiscali by AOL, will have loads more. Sort it out PN
