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Final Bill Exit Fees

  • 19 November 2021
  • 5 replies
  • 69 views

Userlevel 1

Check your final bill from the administrator for pure planet carefully. They are incorrectly trying to charge exit fees on mine, even though I had an options letter to renew or switch (before they went under) which clearly stated you could switch without paying exit fees. 

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Best answer by Nataly 19 November 2021, 16:21

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Userlevel 7
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Did you leave before the end of your tariff? 

Userlevel 1

Yes, but it was at the end and I had my letter from pure planet offering to massively increase my charges if I wanted to renew and stay with them, or I could switch. In their words on my email from them: "3. Switch away from us
Whatever you decide, no exit fees will apply." 

Hi @CT5555 

Thank you for raising this with us here in the Community. 

I’ve passed this info on to our Operations and Tech teams to investigate. I’ll get back to you once I know more!

Hey @CT5555 

I believe the Member Services team are going to send you a corrected statement, if they haven’t already. :slight_smile:

Thank you so much for bringing this to our attention. It looks like it may have impacted around 60 Members so far. The team are looking at a fix to make sure it’s sorted for the next set of bills being sent. 

We appreciate your letting us know. :raised_hands:

Userlevel 1

No problem, thank you very much for your prompt response. 

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