topic Re: How long to receive refund after leaving? in My Account/Billing

How long to receive refund after leaving?

Corsa — Fri, 31 Mar 2023 22:18:57 GMT

Hi,

I transferred to my new broadband provider on 21/02/23 which should have cancelled my Plusnet contract.

The last Plusnet bill I received on 14/03/23 says I am in credit so I am due a refund.

Is there any timescale when this refund will be actioned?

When I login to my Plusnet account it says:
“Account Closing
Your account is closing down, so you can't make any changes to your services. Give us a call on 0800 432 0200 if you'd like to know more. Please change your email address to your new one if you have not done so already.”

I would have expected my account to have closed by now and my refund paid out?

Can someone advise please?

Re: How long to receive refund after leaving?

Baldrick1 — Sat, 01 Apr 2023 08:26:14 GMT

@Corsa

Did you cancel your Direct Debit? Refunds are normally repaid to this after closure else you have to wait for a cheque ito be issued

Re: How long to receive refund after leaving?

Corsa — Sat, 01 Apr 2023 09:10:25 GMT

No @Baldrick1, my direct debit is still active.

I’m waiting to cancel it once I’ve been refunded.

Re: How long to receive refund after leaving?

Townman — Sat, 01 Apr 2023 12:12:56 GMT

14th March matches precisely the expectation for the production of the final bill - 21 days.

I do not know the expectation for the refund of any balance. That needs a staff member to comment ... or you might chase COTS.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 or 0800 079 1133(from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

It would also be worth taking a look at the tickets on your account - see the link below.

Re: How long to receive refund after leaving?

Corsa — Sat, 01 Apr 2023 12:46:47 GMT

Thanks @Townman

I’ll wait for Plusnet staff to respond.

I’ve checked my account for any tickets as per your link and there’s only one to advise of my bill on the 14th.

Re: How long to receive refund after leaving?

willcutforth — Sun, 02 Apr 2023 16:12:38 GMT

Hey there @Corsa how are you doing on this fine evening?

Please can you confirm if this is for Mobile or broadband?

Re: How long to receive refund after leaving?

RealAleMadrid — Sun, 02 Apr 2023 16:34:49 GMT

@willcutforth Try reading the first post of the thread, that looks pretty clear to me.🙄

"I transferred to my new broadband provider on 21/02/23 which should have cancelled my Plusnet contract."

Re: How long to receive refund after leaving?

willcutforth — Sun, 02 Apr 2023 16:45:07 GMT

Human error! I apologise for misreading it! I have raised it with the billing team to find out what is happening @Corsa

Re: How long to receive refund after leaving?

Corsa — Sun, 02 Apr 2023 17:23:25 GMT

Hi @willcutforth, It was for broadband.

Re: How long to receive refund after leaving?

Corsa — Sun, 02 Apr 2023 17:24:13 GMT

Thanks for raising it with the billing team @willcutforth

Re: How long to receive refund after leaving?

willcutforth — Sun, 02 Apr 2023 17:43:46 GMT

No worries I will check back on it for you when I am back in on Tuesday

Re: How long to receive refund after leaving?

willcutforth — Tue, 04 Apr 2023 18:31:54 GMT

It looks like they have refunded that for you now and you should get it within 10 working days

Re: How long to receive refund after leaving?

Corsa — Wed, 05 Apr 2023 20:29:51 GMT

Thanks @willcutforth

I’ll keep an eye out on it before closing this discussion as fixed.

Re: How long to receive refund after leaving?

willcutforth — Thu, 06 Apr 2023 16:16:31 GMT

No worries just reply back to this if it's not received by then.

Re: How long to receive refund after leaving?

Corsa — Wed, 19 Apr 2023 20:42:58 GMT

It’s been 10 working days now (longer if the Easter bank holiday Friday and Monday are included) and I still haven’t received my refund?

The refund request was applied on 03/04/23 so I would have expected payment by now?

My direct debit remains open.

Re: How long to receive refund after leaving?

Townman — Wed, 19 Apr 2023 21:45:29 GMT

Bank holidays are not working days. 4th (when @willcutforth posted) plus 10 working days is the 20th April.

It is also a little unclear as to if that is when it will arrive at your bank or when it will be processed to your bank.

Re: How long to receive refund after leaving?

Corsa — Thu, 20 Apr 2023 08:07:50 GMT

It was actioned internally by a CSC Analyst on the 3rd. 10 working days ago as I said.

“**** *****+ - CSC Analyst
2:41pm, Monday 3 Apr 2023
Dear **** ******,

--internal---

Adjustment applied 16/03/23”

So if it’s processed in 10 working days, it should arrive by tonight as yesterday was the 10th day?

Re: How long to receive refund after leaving?

adamwalker — Thu, 20 Apr 2023 12:29:09 GMT

Hi @Corsa I've just sent you a PM asking for some details so I can help out, please send over a reply when you can.

Re: How long to receive refund after leaving?

Corsa — Thu, 20 Apr 2023 14:23:02 GMT

Thanks @adamwalker,

I’ve responded to it.