topic Re: Unresolved Billing issue in My Account/Billing

Unresolved Billing issue

pwhyley — Thu, 13 Oct 2022 15:36:40 GMT

I was initially recommended to plusnet by a friend, and I was pleased with the offer and service provided.

After moving to a new address that Plusnet could not provide service to, they agreed to cancel my contract and waive any outstanding fees as they could not fulfil their end of the contract. I proceeded to receive demands for my final bill. I spoke to the customer service team on 4 separate occasions. I was told the first member had failed to pass it onto their supervisor to action. The second call I was told it was a management issue and it was now dealt with. And on the third attempt I was told it was being dealt with again and I didn't have to worry about it anymore. Then I was contacted by debt collectors demanding the fee with an additional 25% on top. I called a fourth time to be told there's nothing Plusnet could do now. After speaking with the debt collection agency, they told me that they would put it on hold and get Plusnet to confirm the issue. Ten days later I was contacted again and told that Plusnet still have not corrected this issue. The collection agency have not even heard back. This has caused unnecessary worry and anxiety. If anyone here can resolve this that would be great.

Re: Unresolved Billing issue

RealAleMadrid — Thu, 13 Oct 2022 17:57:29 GMT

@pwhyley @Rather than hoping for staff reply on the forum, which can be bit hit or miss I would raise a formal complaint using the " Complaints code of practice " link at the bottom of every forum page.

This sort of problem should never get as far as debt collectors, it's just poor service from Plusnet Support.

Re: Unresolved Billing issue

TheMightyAJ — Thu, 13 Oct 2022 18:54:36 GMT

Hi @pwhyley,

I'm really sorry to hear about this experience. I've had a look over the account tonight and I've raised a support ticket regarding this, which can be accessed here. If you have any queries, please let me know and I'll get back to you as soon as possible.

Re: Unresolved Billing issue

pwhyley — Thu, 13 Oct 2022 20:25:38 GMT

Thank you for raising a ticket for this. I have received an email from Plusnet support. Hopefully I should get an email once this is resolved.

Re: Unresolved Billing issue

Gandalf — Sat, 15 Oct 2022 12:02:06 GMT

No worries, Alex will get back to you next week