Well, for your benefit MrKite (sorry!), it's rare that any PN reps post on here.
You'ld probably be more likely to get a response on PN's own forum on the Billing section, or if you are a member of the Twitterati, they do respond to tweets I believe.
From September 2001 on BTopenworld Home 500/Home 1000/Home 2000. Then ADSLMax on <n>ildram. Moved to ADSL2+ from ADSL24. I'm now with plusnet on FTTC since 28/05/2014 and loving it... I'm not saying who I work for. Any opinions expressed here are my own.