topic Re: Account Closure in My Account/Billing

Account Closure

sar4hl0u — Fri, 25 Aug 2023 12:02:10 GMT

Hi

I’m looking for advice.

I’m currently very unwell and have been off work for 3 months and likely to be for the next 3-6 months. I’m only getting SSP at present and am unable to pay my outstanding bill, I had a payment extension in June but cannot have another one and the person I spoke to said that there was absolutely nothing they could do about it

My service is now restricted, and I’ve been told that my account will be closed and sent to a debt recovery agency. No-one at Plusnet seems to want to help and I just keep being told there’s nothing that they can do.

Is there anyone that I can talk to about this?

Re: Account Closure

Baldrick1 — Fri, 25 Aug 2023 13:42:06 GMT

Moderator's Note

This topic has been moved from Broadband to My Account/Billing

Re: Account Closure

willcutforth — Fri, 25 Aug 2023 15:59:18 GMT

Afternoon @sar4hl0u I am sorry to hear about that! It must be a stressful time for you. If you have had a payment plan or a grace period in the past 6 months there is literally no way for us to keep on the service until it has been paid. I wish we could do more but unfortunately we can't! Do you want me to call you to discuss it at all?

Re: Account Closure

sar4hl0u — Fri, 25 Aug 2023 17:21:42 GMT

Thank you for replying. As you’ve stated you cannot help me there is no point in calling me. However I’d like to know how to make a formal complaint.

Re: Account Closure

198kHz — Fri, 25 Aug 2023 19:53:57 GMT

https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Account Closure

MatthewWheeler — Sat, 26 Aug 2023 08:16:35 GMT

I'm really sorry to hear you want to complain @sar4hl0u

As @willcutforth advised above there isn't anything we can do on our end but if you're really struggling with your finances it may be worth contacting a company such as StepChange or Citizens Advice as these can help you set up what's known as breathing space with us and other companies which can give you an extra bit of time to get things in order

You can find more information on this by going here