topic Cancellations department made a mistake? in Plusnet Feedback

Cancellations department made a mistake?

Steve — Mon, 13 Jun 2011 14:12:46 GMT

I have left PN today and after a debate via the ticket system I HAD to end up phoning up cancellations as seemingly they knew my home phone was moving but not my broadband. So I rang them up and talked to a chap and I requested my account be downgraded to a FREE dial up account so I could still access these forums.
Guess what? My account has been DELETED completely, Alias deleted, Cant log Into It as It says wrong name&Password, Yet I got an email saying It would close on 20/06/2011.
So where's my downgrade to dial up Plusnet? Either your staff are not trained or they have lied to me or the computer does not handle these missions correctly, What Is to become of any refund now as my account has been erased and also I presume my Credit Card... Poor show guys And I expected more from you.

Re: WARNING!! Cancellations department will LIE!!

orbrey — Mon, 13 Jun 2011 14:19:05 GMT

Hi Steve,
Really sorry about this, I'm chasing it up for you now and will post back shortly.

Re: WARNING!! Cancellations department will LIE!!

Steve — Mon, 13 Jun 2011 14:39:24 GMT

Hi Matt,
What have you done? I can log Into my account now, If Its a computer error you need to look Into how Its handling these things.

Re: WARNING!! Cancellations department will LIE!!

orbrey — Mon, 13 Jun 2011 14:51:34 GMT

Hi Steve, yeah I've reactivated the account and downgraded it as you asked. Unfortunately it was agent error in this case, education has already been arranged :mand:

Re: WARNING!! Cancellations department will LIE!!

Steve — Mon, 13 Jun 2011 14:54:01 GMT

Are you sure I wont get any surprise bills? Says my next bill for home phone Is due on 23/06/2011? And a ticket saying I requested your home phone service? I am confused now, Does the system know I don't have home phone and broadband with yourselves now?

Re: WARNING!! Cancellations department will LIE!!

orbrey — Mon, 13 Jun 2011 15:06:52 GMT

If there's any outstanding calls that haven't been charged those will come through on an invoice, but that'll be it. The ticket about the order happened because when the account was cancelled it tried to place a cancellation against the phone, and that failed because the line had already been transferred out. I'll close that one off for you now to save any confusion.

Re: WARNING!! Cancellations department will LIE!!

Steve — Mon, 13 Jun 2011 15:10:28 GMT

OK Matt that's fine, I am due a refund of £9.99 according to another ticket, I am not due any money for my home phone as I had free calls evening and weekend but If I am due anything I presume It will just come off whatever I am refunded?
Big thank you for rectifying this situation.

Re: Cancellations department made a mistake?

Steve — Thu, 16 Jun 2011 14:33:04 GMT

Plusnet any Ideas how long It will take for my refund to come through to my CC?

Re: Cancellations department made a mistake?

Chris — Thu, 16 Jun 2011 14:48:24 GMT

I'm taking a look now Steve.

Re: Cancellations department made a mistake?

Steve — Thu, 16 Jun 2011 14:53:23 GMT

Cheers Chris,
I suspect It wont be till the middle of next week at the earliest?
Edit, I have read your response Chris on the ticket and I have replied, No worries about the Situation either I am In no rush.

Re: Cancellations department made a mistake?

Steve — Mon, 20 Jun 2011 10:40:54 GMT

BUMP Still waiting on a reply to ticket #43538663 , Four days and counting.

Re: Cancellations department made a mistake?

adamwalker — Mon, 20 Jun 2011 11:25:47 GMT

FYI I can see a reply at 12:20