https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581368#M1984 Hello,<BR />I raised a support ticket at 9.30 this morning and 10 hours later I'm still awaiting a reply to my query!<BR />I appreciate that it's the holiday season, and people may be off, but a reply to say that the matter will be looked into when the relevant staff are back from holiday is better than no reply and feeling that your query is un-important.<BR />My query is as follows:<BR />On the 9th Dec my monthly subscription was taken from my credit card twice.<BR />I raised a ticket on the 17th, and a credit was raised on my credit card on the 23rd Dec.<BR />However, another payment was taken from my credit card on the 24th Dec.<BR />I can understand how this has happened:- <P></P><UL><LI>Your system thinks only 1 payment has been made for the december subs, rather than the 2 that have actually been taken. </LI><BR /><LI>When the credit note was placed on my account, your system now thinks I haven't paid my december subs</LI><BR /><LI>Therefore it automatically takes the payment again </LI><BR /></UL><BR />I've also discovered I've been charged £1 a month for a .co.uk domain because I didn't opt out of having one, even though I was never&nbsp; asked if I wanted one or not. It was just assumed that I should be charged for one.<BR />Could someone advise how long I'm expected to wait for a reply from customer support.<BR />I understand that I won't get a reply from the accounts dept tonight, but I would like to know before the year is out that they will be refunding the additional payment and ensuring that I'm not re-billed in error again.<BR />Regards<BR /><BR />Andy Tue, 30 Dec 2008 19:55:05 GMT andyisannoyed 2008-12-30T19:55:05Z https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581368#M1984 Hello,<BR />I raised a support ticket at 9.30 this morning and 10 hours later I'm still awaiting a reply to my query!<BR />I appreciate that it's the holiday season, and people may be off, but a reply to say that the matter will be looked into when the relevant staff are back from holiday is better than no reply and feeling that your query is un-important.<BR />My query is as follows:<BR />On the 9th Dec my monthly subscription was taken from my credit card twice.<BR />I raised a ticket on the 17th, and a credit was raised on my credit card on the 23rd Dec.<BR />However, another payment was taken from my credit card on the 24th Dec.<BR />I can understand how this has happened:- <P></P><UL><LI>Your system thinks only 1 payment has been made for the december subs, rather than the 2 that have actually been taken. </LI><BR /><LI>When the credit note was placed on my account, your system now thinks I haven't paid my december subs</LI><BR /><LI>Therefore it automatically takes the payment again </LI><BR /></UL><BR />I've also discovered I've been charged £1 a month for a .co.uk domain because I didn't opt out of having one, even though I was never&nbsp; asked if I wanted one or not. It was just assumed that I should be charged for one.<BR />Could someone advise how long I'm expected to wait for a reply from customer support.<BR />I understand that I won't get a reply from the accounts dept tonight, but I would like to know before the year is out that they will be refunding the additional payment and ensuring that I'm not re-billed in error again.<BR />Regards<BR /><BR />Andy Tue, 30 Dec 2008 19:55:05 GMT https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581368#M1984 andyisannoyed 2008-12-30T19:55:05Z https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581369#M1985 It shouldn't actually require finance/accounts input as there will be people in the CSC tonight that should be able to give you a refund. Give me 5 minutes and I'll go have a look at your account. Tue, 30 Dec 2008 20:12:55 GMT https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581369#M1985 Chris 2008-12-30T20:12:55Z https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581370#M1986 I've replied to your tickets on this, you should have the refund within 5 days.<BR />Sorry about the hassle. Tue, 30 Dec 2008 20:20:54 GMT https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581370#M1986 Chris 2008-12-30T20:20:54Z https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581371#M1987 Thank you for the speedy response. Tue, 30 Dec 2008 20:22:23 GMT https://community.plus.net/t5/Plusnet-Feedback/No-Response-from-Customer-Service/m-p/581371#M1987 andyisannoyed 2008-12-30T20:22:23Z