Plusnet customers to be hit with up to FOUR months’ worth of bills after payment error
PLUSNET customers face forking out up to four months’ worth of bills in one go after an error with the internet provider’s billing system.
reports how hundreds of phone and broadband users will be affected after Plustnet accidentally failed to take payments.
Some customers will be charged for the last three months’ worth of payments, which in certain cases will coincide with their next bill.
This means some households face paying four months’ of charges in one lump.
Plusnet said the exact timeframe will vary from customer to customer, but said any missed payments beyond three months be written off.
The internet provider told us the error affects a “small percentage” of its approximate one million customers.
I'm a Plusnet customer - what do I need to do?
PLUSNET customers are being notified if the billing error affects them.
This means you shouldn't need to do anything, as Plusnet says they are writing to all households whose payments weren't taken.
For those who worry they might struggle to pay several months' of payments in one whack, Plusnet said you CAN set up a payment plan.
This would involve paying the sum off gradually.
The internet and phone company says anyone who is concerned can contact them on 0800 432 0200.
You can also complain via the section of its website or by letter at the following address: Plusnet plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU.
Plusnet added that the average bill per person usually works out at £20 per month.
A Plusnet spokesperson said: “A small percentage of our customers were experiencing issues with their account from the new billing system that we introduced at the end of last year.
“We’ve worked hard to fix the issues and during this time we haven’t billed these customers.
“We are now contacting these customers to let them know we will be restarting their bills
“We’re very sorry for any inconvenience we have caused these customers.”
Ofcom rules state a backdated bill can include a maximum of four months' charges.
While for energy bills, suppliers cannot charge customers beyond 12 months.
Consumer expert Martyn James of Resolver Group said: "You shouldn’t have to pay the price for a businesses error.
"I’d expect Plusnet to go out of their way to help people struggling by letting the pay what they can afford."
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Back in April 2019, we reported how Plusnet complaints more than DOUBLED in just three months off the back of the new billing system.
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