topic Re: For Goodness Sake, Sort out my Billing in Plusnet Feedback

For Goodness Sake, Sort out my Billing

Pugs — Tue, 06 Apr 2010 12:13:15 GMT

I left Plusnet some time ago having had a MAC code to "escape". In comes an email informing me my subscription was due to be collected. Obviously, I ststed this was wrong and a ticket (32530761 ) was raised. Had a response asking for more info which was provided. Had a "looking into it" email. Two weeks later I see the ticket is closed and nothing has been resolved.
Please get this sorted!!!!!!!!!!!

Re: For Goodness Sake, Sort out my Billing

adamwalker — Tue, 06 Apr 2010 12:27:42 GMT

Pugs,
I'm sorry to hear about this. It sounds like for some reason we may not have picked up on your service being migrated away, hence further billing occurred. I'm taking a look at this right now and will come back to you within a few minutes.

Re: For Goodness Sake, Sort out my Billing

adamwalker — Tue, 06 Apr 2010 13:06:56 GMT

Hi Pugs,
Looking at ticket 32530761 we should have contacted our suppliers to find out when you migrated out rather than ask this of you so please accept our apologies for the mishandling of that query. I'm about to address this with the agents who responded to you to make sure they are correctly educated on how to handle such requests in the future.
With regards to your account status our suppliers confirm that you migrated away on 4/3/2010 so the account has been closed. However some fees are still due which were originally mentioned in ticket 32187466. That ticket in particular has been closed so I have opened ticket 32828926 which should clarify the situation.

Re: For Goodness Sake, Sort out my Billing

Pugs — Tue, 06 Apr 2010 15:25:36 GMT

Thanks for the reply. I cannot access my tickets any more hence this post. I've now had an email saying my service will be cancelled from 13 April. I left Plusnet 4 March.
Please can you sort?

Re: For Goodness Sake, Sort out my Billing

adamwalker — Tue, 06 Apr 2010 15:55:01 GMT

Hi again Pugs,
To confirm, the account is definitely now closed. However because of the way I did this you should still have been able to log into the portal to check our ticket responses. I have done some work to remedy this so you should now be able to log into the member centre to check the tickets I have referred you to by clicking on 'my questions'.

Re: For Goodness Sake, Sort out my Billing

Pugs — Tue, 06 Apr 2010 16:23:45 GMT

Err Nope

Re: For Goodness Sake, Sort out my Billing

adamwalker — Tue, 06 Apr 2010 16:39:40 GMT

Pugs,
I'm not too sure why this has failed. I have rebuilt the login component on the account for you. Please give this 10 minutes and try again. Please contact support on 08451400200 if this does not work.

Re: For Goodness Sake, Sort out my Billing

Pugs — Tue, 06 Apr 2010 16:59:52 GMT

Many thanks. All is now resolved:)

Re: For Goodness Sake, Sort out my Billing

mikko — Wed, 07 Apr 2010 09:50:02 GMT

Chris (Plusnet Staff) has also educated the staff - see this thread:
http://community.plus.net/forum/index.php/topic,83688.0.html
With new staff joining all the time I suppose the education has to be constantly ongoing.

Re: For Goodness Sake, Sort out my Billing

adamwalker — Fri, 09 Apr 2010 08:28:31 GMT

Yes,
Education and training is an ongoing process, especially at times when products and processes change. At present we are doing our utmost to look at customer feedback, queries and complaints that highlight any potential training issues then giving feedback directly to the agents concerned or educating them appropriately via training. This will be more visible at present due to the increased recruitment going on and such considerations will always be made when mistakes happen at the expense of the customer.