Thanks peter, i dont have a problem with the �40 house move fee, i was fully aware of that.

Ticket number: ID: 24101750

That is an excellent reply and no doubt factually correct. But it is worrying that PlusNet's systems/personnel seem to be working to a different agenda when it comes to customers' final statements. Surely the majority of final bills will not include a balance for an annual contract, so any which do should be picked up, investigated and stopped if they are wrong. We have seen a few similar queries here of late and one has to assume that these are the minority. The majority of customers who are overcharged or wrongly charged on their final invoice would pay up because they don't know any different. Others who do query with PlusNet would not find their way here. They may have been persuaded that their incorrect bill was correct or they may have succeeded in getting it adjusted. We don't know.

Hopefully, PlusNet will review their final billing process and make sure that no customers are overcharged. It would be helpful if an easy-to-find, easy-to-understand page on their website listed exactly how much different types of customer should expect to pay on leaving PlusNet.

Simon

If no one else gets here first I will take a look at this tomorrow morning and give you a quick call. It could be that a mistake has been made, or something else missed about why the charge is due. In any case, the last thing we want is customers who leave to go with a bad taste in their mouth and we will certainly do our best to prevent that.

Ian

>Subscription charge covering period between next invoice and end of contract (342 days)= �170.89

It seems patently wrong just on that basis. How come 342 days when you moved in September?

You quoted a activation and modem offer and I see no reference to the modem which I assume if taken would have to be paid for when leaving early.

No doubt this will get picked up on here, or if not dispute the amount, nothing adds up.

Deferred Activation & Deferred Hardware have been writtin off, i have no idea where they got the 342 days from.

Hi Ian, looks someone had a second look at it:

Thank you for your update.

The fees which you have been quoted in your ticket are incorrect, our system has not recognised the fact that you are no longer in an annual contract period. The final fees required on your account are actually as follows:

- Deferred house move: �40.00
- Subscription fees covering full 30 day notice period (19 days): �9.49

Total: �49.49

If you do require any further assistance then please let us know.

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our system has not recognised the fact that you are no longer in an annual contract period.

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Seems to be a rather serious flaw there Ian.

Glad you got it sorted, hopefully Ian Wild can dig a little and understand why the system never realised you were monthly now, perhaps its something to do with the deferred house move fee that triggered something in error.

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Seems to be a rather serious flaw there Ian.

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Curious how all the systems flaws are always in favour of BT. I've never once heard of BT accidentally giving money away to a customer. In true BT fashion this glitch with the system will be corrected in around nine months time after much consultation with Ofcom.

TT

"Curious how all the systems flaws are always in favour of BT."

People don't generally go out of their way to complain about things like this that happen in their favour. You will find in customer service people tell everyone about bad experiences or problems but not as many people about good service unless it is very good. Either way Plusnet have stated publicly on this forum they are looking into it and you would not see that level of service from TalkTalk,Virgin, Tiscali, Orange etc. Just check how many of their customers have billing issues and want to change ISP. It is as much the problem that occurs and the manor in which it is resolved that tells you alot about a company.