What should I do if I’m affected?
Plusnet says all affected Line Rental Saver customers will be contacted by the end of today (Friday). Plusnet has already begun refunding customers, and says everyone affected should have their money back by the end of Monday.
If you’re concerned, it’s worth checking your bank account even if you haven’t heard anything.
If you’ve been affected keep any evidence of problems the duplicate charge has caused you, such as overdraft fees.
Plusnet has said its email to customers will include a number to call to discuss refunds for charges such as overdraft fees and compensation for any ‘undue stress’ caused by the error.
It may also be worth checking your credit file over the coming months to ensure the billing issue has not caused any problems, such as a mark for a missed payment. We’ve asked Plusnet to confirm if it will write to the credit agencies to resolve any issues and will update this story when we hear back.
If you cancelled a Plusnet service last month and have been told a payment has been taken, you can call 0800 432 0200 to report this. Plusnet says it will also be contacting all affected ex-customers too.