topic Re: Cancellation in My Account/Billing

Cancellation

Jezza31 — Tue, 26 Apr 2022 04:44:38 GMT

Cancelled my Plusnet account on the 25th of March and accepted I had a few extra days to pay as this didn't tie in with the contract month - HOWEVER Plusnet are trying to take another months payment from my account as if I'm still contracted to them - cancelled my Direct Debit.

Any one else had this problem and if so how did they resolve it? I presume I can report them to Oftel or is that for landlines only?

Regards

Jerrez31

Re: Cancellation

dvorak — Tue, 26 Apr 2022 06:25:43 GMT

Moderators Note

This topic has been moved from Mobile Tech Help to My Account / Billing

Re: Cancellation

Townman — Tue, 26 Apr 2022 08:52:53 GMT

Hi @Jezza31

To whom did you move to, or was it an outright service termination?

~~There have been a few instances where the new provider has not cleanly completed the service transfer processes, or such has not been passed over to Plusnet by BT Openreach / Wholesale.~~

Billing ends on not just transfer away, but on notification that the transfer has completed. Sometimes the B2B processes from BT go wrong, especially where the existing telephone number is not transferred to the new provider. Cancelling the direct debit will complicate the refund process.

EDIT: On re-reading I see that this topic came from mobile tech help. If this relates to a mobile phone service, I'm wondering if this issue is mixed up in the current number porting difficulties?

Re: Cancellation

Jezza31 — Tue, 26 Apr 2022 10:14:07 GMT

My sister purchased a new phone and contract for my mum so it was an outright termination on the 25th March 30 days notice no cancellation charge. Plusnet took the next months money on the 1st April and I was OK with that but left far less impressed when they tried to take money for May. Cancelled Direct Debit and tried talking to their service desk. I may have bene unlucky and the line died or I may have been cut off but the person I spoke to just didn't get the message and I wasn't being rude just inquisitive.

Won't be recommending them I'm afraid though.

Re: Cancellation

adamwalker — Tue, 26 Apr 2022 10:34:35 GMT

Hi Jeza31, I'm really sorry that we tried to bill you after you cancelled with us and for the difficulties you've had getting it put right. I can sort this out for you so please feel free to send me private message including your full name and the mobile number in question.

Re: Cancellation

Jezza31 — Tue, 26 Apr 2022 13:17:25 GMT

Adam I've cancelled the Direct debit so no further deductions can be made but if you have a weakness in the cancellation / billing process and how they are linked you may want to investigate to prevent others from being affected. I'll send you a PM so you can make sure my account has been cancelled, thanks

Kind regards

Jeremy Instone

Re: Cancellation

adamwalker — Tue, 26 Apr 2022 13:21:51 GMT

Thanks a lot Jeremy and I'll look out for that coming through.

Re: Cancellation

Jezza31 — Tue, 26 Apr 2022 13:22:57 GMT

Can't seem to PM you. Tried messages and it says I don't have sufficient privileges.

Would prefer to ensure the account has been cancelled so I am not regarded as a delinquent payer. Any other means of contact? Thanks

Re: Cancellation

adamwalker — Tue, 26 Apr 2022 13:32:54 GMT

Try clicking on my name to view my profile, you should then see a grey "send message" button appear on the right.

Re: Cancellation

Townman — Tue, 26 Apr 2022 13:40:11 GMT

@Jezza31 wrote:

Can't seem to PM you. Tried messages and it says I don't have sufficient privileges.

Would prefer to ensure the account has been cancelled so I am not regarded as a delinquent payer. Any other means of contact? Thanks

There is a threshold on new members sending PMs. I thought it was two posts, so after your third you should be able to send a PM. Are you able to do so now?

Re: Cancellation

Jezza31 — Tue, 26 Apr 2022 13:50:18 GMT

Sent you a LinkedIn request, no need to accept but the message has the detials you were after.

Regards

Jezza31

Re: Cancellation

Gandalf — Wed, 27 Apr 2022 14:07:12 GMT

Hiya, we can't help you via LinkedIn I'm afraid but could you try PM'ing me from here > https://community.plus.net/t5/notes/composepage/note-to-user-id/45633

Re: Cancellation

Jezza31 — Thu, 28 Apr 2022 05:22:23 GMT

The private messaging doesn't work as I'm told I don't have sufficient access. I advised Adam that I would send him a LinkedIn connection request which he did not have to accept but the invite message would contain my details and and phone number

I'm going off Plusnet more and more by the minute I'm afraid

Regards

Jeremy

Re: Cancellation

Jezza31 — Thu, 28 Apr 2022 05:23:16 GMT

No I couldn't I'm afraid

Re: Cancellation

Jezza31 — Thu, 28 Apr 2022 08:36:51 GMT

Adam,

Name Jeremy Instone

Phone Number [Removed]

Please can you ensure my account has been cancelled as I don't want to appear as a Creditor to Plusnet and get any bad credit rating. Please can you ensure it was cancelled 30 days after the 25th March 2022 when I phoned in and cancelled. If cancelled is effective from the the first full month after giving notice that is also fine as I paid in full for April.

Please can you delete this message when you have an opportunity.

I look forward to your response

Kind regards

Jeremy Instone

Moderators Note: Personal information removed

Re: Cancellation

Gandalf — Thu, 28 Apr 2022 18:33:27 GMT

Hi Jeremy,

I'm really sorry for the issues you've had. Unfortunately I'll need to go through our security checks with you to help here.

Looking at your profile, there doesn't seem to be anything wrong now that'll stop you from sending me a private message.

Would you be able to give it another go for me?