topic Re: ‘Can’t change product message’ after 6+ months in My Account/Billing

‘Can’t change product message’ after 6+ months

Kenny792001 — Sat, 28 Jan 2023 13:46:26 GMT

I renewed my contract in middle of 2022 and still getting ‘You can't change your products for the moment, you already have a product change in progress.’

I’m not even sure the amount I’ve been charged since August/sept is correct, as looks like renewal went through no new contract dates are applied but not the price offer I got to renew.

Re: ‘Can’t change product message’ after 6+ months

jab1 — Sat, 28 Jan 2023 14:11:48 GMT

@Kenny792001 Was your change merely a renewal, or did you change any products/addons at the same time?

Re: ‘Can’t change product message’ after 6+ months

Kenny792001 — Sat, 28 Jan 2023 14:13:39 GMT

just a renewal, nothing else changed.

Re: ‘Can’t change product message’ after 6+ months

jab1 — Sat, 28 Jan 2023 14:24:29 GMT

Thanks. Unfortunately, the 'new, improve' accounting platform introduced a couple of years back - or maybe longer - has one massive flaw which, for some reason, Plusnet are unwilling or unable to fix - although the automatic system is supposed to close that message when the process is finished - for some strange reason it totally fails to do so.

Most customers only realise that this is happening when they come to attempt to make account changes. The only way to resolve this is to post on here, as you have done, or call in, and then either the call handler or Help Team member has to manually 'flick a switch'.

It sometimes appears that despite numerous complaints, this has been swept under the carpet, as a 'minor irritation', but it is far from that, it is a significant failure.

Re: ‘Can’t change product message’ after 6+ months

csmith94 — Sun, 29 Jan 2023 15:29:31 GMT

Hi @Kenny792001 !

Thanks for reaching out over the forums and I'm sorry to hear you've been having trouble with your online account. I have looked into this and found got the issues resolved. For full details I've sent across an email and opened a ticket on your account.

Please let me know if you need anything else

Re: ‘Can’t change product message’ after 6+ months

Kenny792001 — Thu, 23 Feb 2023 19:46:32 GMT

Hi

This still hadn't been fixed. On the ticket it says refund wasnt issued as should follow a different process and my bill is still £56 rather than £37.

Could you double check the ticket and fix both please.

Thanks

Kenny.

Re: ‘Can’t change product message’ after 6+ months

csmith94 — Fri, 24 Feb 2023 09:21:15 GMT

Hi there!

I've processed the refund with the extra amount for the latest bill and dropped an email to confirm.

I'm just going to keep an eye on the account to make sure the discount goes on this time as it didn't take to the last bill but so far everything looks good.

Re: ‘Can’t change product message’ after 6+ months

Kenny792001 — Fri, 17 Mar 2023 23:51:06 GMT

Hi There,

The discount still hasn’t been applied as I’m still getting charged £56 a month. The refund I received a email about hasn’t come into my bank account (and will now need to be updated as I’m heading into month 8 by my count of over paying)

Could this be fixed asap please as its becoming really frustrating how issuing a refund and charging the correct cost doesn’t seem to work with Plusnet’s billing system.

Thanks

Kenny

Re: ‘Can’t change product message’ after 6+ months

RealAleMadrid — Sat, 18 Mar 2023 07:51:44 GMT

@Kenny792001 Your issue has obviously not been fixed after reporting it on the forum nearly 2 months ago despite the claims from @csmith94 that action had been taken to sort it.

I would raise an official complaint as it appears Plusnet staff are not able to influence their broken billing systems.

complaints-code-of-practice