Comments on: Failed Billing Team

By: prichardson

prichardson — Thu, 23 Aug 2007 17:33:20 +0000

Diane. You can raise a ticket at http://help.plus.net/ - Not to worry though, I have checked and can confirm that the payment for your account has been received.

By: Diane

Diane — Tue, 21 Aug 2007 14:45:56 +0000

I had a failed payment message..... incorrectly!
How do I reply and get confirmation that you HAVE had the payment?

By: prichardson

prichardson — Sun, 12 Aug 2007 19:59:46 +0000

Gertrude - We already do this. Infact, we used to do this at least twice if I remember correctly and right now, I know for a fact we do it at least once. It is however proven that many customers ignore such email or don't even monitor for them.

Stew - Is your card a Mastercard? If I remember Correctly we had a problem with GE card wereby we were submitting correct data, but information did not make it to the bank in the same way. We came unstuck when our card processors tried to investigate and the banks declined to assist due to data protection.

This problem is due to be or already has now been resolved.

By: Stew

Stew — Sun, 12 Aug 2007 18:25:21 +0000

Gertrude - As noted above if Plus.Net were to start to use Visa Account Updater then your suggestion (though sensible) becomes redundant. And there is an equivalent Mastercard product, Stops all these hassles, and hence is better for Plus.Net and their customers.

By: Kevin

Kevin — Sun, 12 Aug 2007 09:57:23 +0000

For 2 months running my account was suspended as PlusNet recorded that my payment could not be collected. All i did was go on the site and hit the button which said 'Use my current details'. PlusNet had no other details other than my 'current details' I can only conclude that the outomated system screwed up. . Payment was collected was collect as soon as I did the process. My bank confirms that they refused a payment but blames PlusNet for not supplying the correct details. On both occasions my card was current.
Can I get any other details from PlusNet or my bank? No!!!!

By: Gertrude Gorillatella

Gertrude Gorillatella — Wed, 08 Aug 2007 00:49:48 +0000

It is surely a simple matter of storing the expiry date of the given card (even if only part of the number is stored alongside it) and using a simple date calculation. Then sending customers an- e-mail a month and then a week before the expiry date reminding them to check the card details they have registered with yourselves for the ongoing service payments...... Thus the card need never expire and the payment may never bounce......

By: gweltek

gweltek — Tue, 07 Aug 2007 09:05:56 +0000

Due to a "Security Alert" Mastercard revoked what must be ten's of thousands of cards. The first I was aware of this was when I received a sign on the screen that unles payment was made within 3 days life on the net as I know it would cease !
What a friendly message from the people whose wages Ihelp to pay everymonth. I have never rudely handled by an automated system before. Water, Gas, Electricity, memberships...nothing.
Who at PlusNet accounts department feels the need to adopt such an unfriendly attitude to the customers ?
A serious rethink on the companies PR in this area is long overdue.

By: Ian

Ian — Mon, 06 Aug 2007 21:05:38 +0000

The same thing happened to me today. I received two email from PN saying they had tried to take DD payments on the 5th August and 4th September (not a typo), both of which had failed, and that my outgoing calls would be stopped. When I logged on to the PN web site all I got was the "Payment Outstanding" page so I couldn't raise a support call or see what notices PN had issued. After waiting on the phone for 15 minutes I was told "oh, it's a problem with our billing system".

By: Liam

Liam — Mon, 06 Aug 2007 13:00:21 +0000

I apologise for the inconvenience that this caused you. It was our automated systems who sent the email out to you. As it happens, nobody affected would have had their service affected by our system problem as we have changed the process (as mentioned above).

By: sam

sam — Sun, 05 Aug 2007 11:47:54 +0000

This sounds all very well, until it's Plusnet who have made a cockup.

I have just received an email saying my payment could not be collected and if other arrangements are not made my account will be stopped. I have contacted my bank who have not had a request for payment from plusnet, and would not have any problems with such because this is a regular monthly payment.

So I then made a call to plusnet who have a recorded message stating " there have been problems collecting payments and would customers pay on the website to avoid having to wait for an adviser".

As a loyal customer I feel a little aggrieved at the treatment when it is no fault of mine or my bank.