topic BBC Watchdog in My Account/Billing

BBC Watchdog

Gemmara — Sun, 15 Jan 2023 10:53:59 GMT

I am trying to find out how to get hold of all my records and details of conversations I have had with Plusnet. Despite asking the customer service people - they do not know and offer no assistance. I have had nothing but a bad experience and BBC Watchdog are interested but I need all the recods of calls and details - Can someone please help

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:00:21 GMT

@Gemmara The best way to do this is via a Freedom of Information request, by post, addressed to the Data Controller at Plusnet HQ. I would send the request by Recorded Delivery.

It depends on what you request, and what Plusnet retain though as to what you will get.

Re: BBC Watchdog

Gemmara — Sun, 15 Jan 2023 11:01:50 GMT

Thank you, for this, would you have the correct address as Plusnet staff don't seem to know this, also could you let me knoew the current CEO of Plusnet and ideally an email address

Thanks

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:07:37 GMT

The address is: The Data Controller, Plusnet PLC, 2 Pinfold Street, Sheffield S1 2GU.

I don't, without searching, know the current CEO, but I would raise the FoI request first and see where it gets you.

No need to reply to this bit if you don't want to, but what is your issue?

Re: BBC Watchdog

MisterW — Sun, 15 Jan 2023 11:16:02 GMT

@Gemmara have you looked back through your 'questions' on your account to see if the infomation you need is there

Login to the member centre then go to https://www.plus.net/wizard/?p=search and then use the drop down to view closed questions. A question is usually raised to confirm any actions as a result of contacting support

Re: BBC Watchdog

Gemmara — Sun, 15 Jan 2023 11:17:22 GMT

Basically, Plusnet opened a new account to resolve an issue that Plusnet made, I have then been charged nearly 300 pounds to close the originall account (direct debit) and now Plusnet say they can't refund it !!

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:21:20 GMT

That is wrong - if PN have raised a 'Repair Account', there is no ETC payable. I suggest you raise a a complaint via the 'Complaints Code of Practice' link at the foot of every page on this forum.

Re: BBC Watchdog

Gemmara — Sun, 15 Jan 2023 11:29:55 GMT

Thanks Jab1,

Tried that and most things, interestingly the only person that was interested and offered any help was Anoush (Gandalf) but understand he has moved on (I wonder why!!).

I am fed up with nobody from Plusnet who has the ability to resolve or take responsibility of this issue, I am guessing that the CEO is the only one, Perhaps thsi is why BBC are so interested in it. and I am still 300 pounds owing.

Any suggestions gratefully received

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:34:31 GMT

@Gemmara As stated above, there are no ETCs payable on accounts where PN have to raise a 'Repair Account' - for whatever reason. Without giving away any personal information, what reason did PN give for refusing to waive the fees on an occasion which is entirely of their -or their systems - making?

Re: BBC Watchdog

Gemmara — Sun, 15 Jan 2023 11:41:40 GMT

they are unable to refund teh money into the account as the PLusnet account is now closed, they were supposed to send a cheque but that has not arrived and frankly a cheque is no use to me especially as it cost me to pay a cheque into a business account. The old account and new account details are the same banking details?

by the way i did not want a new account

Re: BBC Watchdog

MisterW — Sun, 15 Jan 2023 11:45:56 GMT

@Gemmara you are correct that Anoush has moved to a new role within PlusNet but he still looks in fom time to time on the forum and assists if he can.

I'm surprised that, if Anoush was involved , it wasnt resolved. It sounds like someone from the PlusNet help team needs to take ownership of your problem and resolve it.

I'm going to try escalating this thread to get some traction.

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:46:21 GMT

If the old and new Plusnet accounts are paid from the same bank a/c, there is no reason why they cannot refund to said account, so that is a load of baloney.

Unfortunately, I don't think there are any Help Team staff logged in at the moment, otherwise I would point them at this topic.

Bear with me while I have a think.

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:47:32 GMT

@MisterW Thanks - I shall watch this with interest.

Re: BBC Watchdog

MisterW — Sun, 15 Jan 2023 11:52:45 GMT

I can sort of understand why that might be the normal situation but I would have thought that it could be done differently in this situation

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 11:55:20 GMT

@MisterW See my post #12 - surely if the bank details for both PN 'accounts' are the same, there should be no problem?

Re: BBC Watchdog

MisterW — Sun, 15 Jan 2023 12:06:54 GMT

@jab1 you would think so, yes! but knowing a little bit about the how the refund/credit system works, it will need some 'out of process' action. I wouldn't be surprised if GDPR also raises its ugly head as, it MIGHT be considered as trying to credit a different account ( even though the banking details are the same ).

Given that PN caused the problem in the first place though, you would have thought that someone would be going the extra mile.

I suspect that Anoush thought it was all resolved (I've tagged him in the escalation BTW), but that it's got 'stuck' in the accounting system. Since he's now in that area, he can probably go and 'bang some heads together'

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 12:12:55 GMT

Fair enough, @MisterW . The PN accounts system, if you can call it that, is clearly broken - probably beyond repair. I'm just glad I don't have to battle it any more, but if I did, I'd be raising Cain.

Re: BBC Watchdog

Baldrick1 — Sun, 15 Jan 2023 12:22:12 GMT

@jab1 wrote:

.... I'm just glad I don't have to battle it any more, but if I did, I'd be raising Cain.

I would have started such action with a formal complaint: https://www.plus.net/help/legal/complaints-code-of-practice/

Re: BBC Watchdog

jab1 — Sun, 15 Jan 2023 12:33:15 GMT

@Baldrick1 So would I - IF I had need to, but all my issues have been sorted without need of that. I may have been lucky, or maybe I think logically, even in stressful situations, and explain issues clearly, so those I talk to are well aware of the situation.

This doesn't help the OP, and I am never likely to return to PN, so maybe this line of suggestion could be dropped?

Re: BBC Watchdog

Baldrick1 — Sun, 15 Jan 2023 12:45:51 GMT

@jab1

The comment was not aimed at you. It is a suggestion that such an approach might gain a faster resolution than going to the subject of this topic..