topic Re: automatic compensation in My Order

automatic compensation

DevV — Wed, 26 Jul 2023 14:59:52 GMT

I was meant to have my services activated on 14 July, with an engineer booked in to activate the line. The engineer came on the day and then left saying there was a technical fault and that my services could not be connected. He asked me to contact Plusnet to chase this up. I contacted PlusNet repeatedly for the next 4 days urging them to prioritise this matter. Throughout the conversation, I was told and (emails sent) referring me to the automatic compensation process for delayed services. On 20 July, I was finally connected. I received my first bill and noticed that they overcharged me and did not deduct any of the compensation amount (£5.83/day x 6 days = £34.98). I called billing today and got through to an agent. They agreed that I was overcharged in my bill and agreed to amend this. I raised the issue of the compensation and this is where it went downhill. Initially he told me that as there was no record of any delay, there was no entitlement to compensation. I insisted and he then contacted his home move team who decided that I was not due any compensation and tried to use avoidance tactics to explain that my services delay did not fall under their compensation scheme. Apparently his manager was not authorising him to award the compensation. On going back and forth, he came back saying I was only entitled to £5.83 in total. I went back and forth being put on hold several times (conversation took over an hour which I took out of work time) and finally asked him to escalate this complaint and to get a manager to call me directly. This was very poor service. I had to read the compensation policy on Plusnet to the agent and had to count the days of compensation due as he was even getting that wrong. This is very poor service Plusnet, having been a customer with you for over 10 years, I expected better! I am now awaiting for his manager to call me to resolve this (assuming they call). Not pleased at all Plusnet - you need to treat your customers better!

Re: automatic compensation

dvorak — Wed, 26 Jul 2023 18:43:24 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: automatic compensation

Mustrum — Wed, 26 Jul 2023 20:13:03 GMT

@DevV seriously, you need a chill pill or 10. Like all companies PN billing operates on a cycle, given you have only just got your bill they would not know your new service was delayed. If you look at the details of the compensation you would have seen it would not appear until the next billing date

Re: automatic compensation

DevV — Mon, 31 Jul 2023 13:24:06 GMT

Mustrum, thanks for clarifying. The issue was not about which billing cycle it would be refunded but rather the repeated attempts by the agent to deny that compensation was due, despite being told earlier that compensation was due. They overcharged me on the first bill (i.e. charged me for what appears to be two broadband packages rather than one??) and were going along with the mistake until I had to phone them up and point it out (am I supposed to know their internal processes and assume that they would realise that had made a mistake and would reach out to me to rectify it?). When I raised the issue of compensation for the delay, the agent kept going back and forth to check with the very same team that was involved with the order, only to be told that although on their records they could see that my services were delayed, there was no case for compensation. Saying there was no case for compensation and clarifying that compensation would be paid on a later billing cycle are two different things. My experience with Plusnet has not been great lately (despite being a customer for over 10 years), so quite hard to "chill" when you have to spend over an hour on the phone to discuss something that should be straightforward. You might be "chill" about these things but not everybody has the pleasant experience to phone up and meet with an agent who would look at notes on their system and acknowledge that compensation was due. I hope PN can resolve this as I was told that a manager would call me. Have a good night!

Moderator's note by Mike (Mav): Duplicate post released from Spam Filter and removed from thread.

Re: automatic compensation

adamwalker — Thu, 27 Jul 2023 07:15:36 GMT

Hi @DevV, I'm really sorry about all this. We could have done a lot better in setting the right expectations with you and if anyone was unsure we should be checking. I'd be really annoyed if I was in your shoes.

I've checked your account and found which manager will be in touch so I've dropped them a message for you, they'll get things sorted for you.

Re: automatic compensation

DevV — Tue, 01 Aug 2023 11:14:11 GMT

Hi @adamwalker ,

As of today, I still have not received any call from the manager assigned to resolve this.

Dev

Re: automatic compensation

adamwalker — Tue, 01 Aug 2023 11:33:47 GMT

Hi Dev, I'm so sorry about that. I'm doing my best to chase that up for you today. Please bear with us and I'll make sure someone else contacts you if I get no response from the manager it's already been assigned to.