topic Re: Account Review - Waive of Termination Fees in My Account/Billing

Account Review - Waive of Termination Fees

DGForum_X — Sun, 13 Feb 2022 10:29:04 GMT

Morning guys,

My apologies if this is a duplicate post.

I received my account review email a few days ago and noticed that it states that I won't be charged termination fees if I decide to leave during the remainder of my contract, if I call the Sales/Cancellations number. Can I just confirm that this is also the case if I migrate to a new provider during the remainder of my contract without contacting the sales team?

Thanks

Re: Account Review - Waive of Termination Fees

Baldrick1 — Sun, 13 Feb 2022 10:41:53 GMT

@DGForum_X

The Plusnet billing system works in its own weird and mysterious ways even when you follow the instructions. Who knows what happens if you fail to do so.

I would hold fire until in your last month. First you might get a better offer to stay and secondly remember that you pay for your service a month in advance so the contract will be fully paid up.

Re: Account Review - Waive of Termination Fees

DGForum_X — Sun, 13 Feb 2022 10:51:50 GMT

Trust me, I'm very, very familiar with the PN billing system

@Anoush @Gandalf

Can you confirm?

Cheers

Re: Account Review - Waive of Termination Fees

Longliner — Sun, 13 Feb 2022 11:07:25 GMT

Thank goodness someone is 😁

Re: Account Review - Waive of Termination Fees

Anoush — Sun, 13 Feb 2022 11:50:03 GMT

You’d need to have that conversation with our Customer Options Team on 0800 013 2632 or the number we’ve quoted in the e-mail we’ve sent.

Re: Account Review - Waive of Termination Fees

DGForum_X — Sun, 13 Feb 2022 12:15:34 GMT

Thanks Anoush.

If anyone has migrated in these circumstances, could you please let me know how you get on?

Thanks

D

Re: Account Review - Waive of Termination Fees

DGForum_X — Mon, 14 Feb 2022 09:14:16 GMT

Morning guys,

I've just spoken to the COT team and they have mysteriously claimed that the email has been 'misworded' and that termination fees would apply.

Here is a direct copy and paste of the email.

"If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice.
Once your current contract ends you’ll need to still give us this notice and during this period charges would continue to apply."

What am I missing here? I just want to migrate without incurring fees. The email seems pretty clear on the lack of fees.

D

Re: Account Review - Waive of Termination Fees

Gandalf — Mon, 14 Feb 2022 09:51:06 GMT

Hello,

I'm really sorry for the confusion. I've dropped you an e-mail under the ticket ref 221983757 which I hope helps.

Cheers