plusnet punishing me for their mistake

[#1]

iv payed my bill every month without fail. im on unlimited calls and internet. today i payed my bill , i tried to make a call and found the line to be restricted. after a call iv found i owe plusnet near 300 quid for calls that have been made months ago. now they have never ever billed me for these and on my account it says fully payed on  bill dates. they have made some sort of mistake now want me to pay 300 quid before xmas. can someone from plusnet clear this up please? i done have 3 quid let alone 300. i got 4 kids and a disabled partner to look after and plusnet are trying to take our xmas from us.
I truly thought i had a good thing with plusnet. the call centers and the service is the best iv had ans could see me with you for many years . please don't say your just like the rest.

[#2]

Hi kevyandrean,
We're looking at this.

[#3]

thanks kelly.

[#4]

i love plusnet. such an understanding company. the best thing iv done is move to you. thanks very very much

[#5]

Cheers for your time on the phone and I'm really sorry for any concern this might have caused, especially at this time of year!
It's our fault that the system we have in place to make sure your calls that come under the terms of the anytime offer were added to a bill. We can see the mistake that happened and feedback is going to be passed on. We definitely won't be billing you for these calls.
As agreed I'm going to make sure we pick this up again with you at the point the next bill is due to be taken and I'll also be placing an order now to remove the call restrictions placed on the line.
Adam

[#6]

it seems my line is restricted again 

[#7]

Hi,
Looking at it.

[#8]

thanks. also on the phone to you but the lass doesnt seem to understand.

[#9]

It looks like someone has sorted it?  It's a knock on from the initial problem

[#10]

hello again my bill is still showing these mistakes. £326 this month
adie:quote

[#11]

Adam's going to pick this up today.

[#12]

Hi kevyandrean,
I've picked this up with our billing team today to get that sorted. I'm chasing that with them again now for you.

[#13]

The balance has been corrected, OK if I call you tomorrow morning?
Adam

[#14]

yes thats ok. still some of the charges are going back to October. Will talk tomorrow. thank you very much for all your help