topic Re: Failed Billing in Plusnet Feedback

Failed Billing

warbleeder — Sat, 02 Jun 2012 09:57:48 GMT

At the moment im in failed billing due to a bill dispute (which im waiting for a call back) to sort it out
How ever ... im not allowed to view my usage or phone calls.... fair enough ive started this topic before but this is wrong
phone calls and usage are vital parts of peoples bill and they shouldn't be prevented from viewing them (specially within the 14 days grace period)
Fair enough you say we can call you.... but look a this this way.... say you get 10 people who go into failed billing every day that 70 per week
now those people would want to view there usage and maybe phone calls... dont you think its silly making us phone in for this information? and increasing call wait times and taking up a CSR when w could very easily do something online?
i also understand P/N dont have the best system but it can be worked with as can any.....
this is when i get when i click view usage or hone calls ... no options to click continue
file too big to attach so ill post it

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 09:58:35 GMT

Payment due
We couldn't take a payment that's due on your account.
So that you can browse without restrictions it's best to make this payment as soon as you can.
Once we've received your payment any service restrictions we've made will be removed.
For more information about paying check our Billing Guide.
Amount owed:
£00.00
Date payment was due:
2012-06-01 00:00:00
Secure Payment. We'll always make sure that your personal and payment details are sent securely at all times. For help or further information, please contact us online.
Not sure why your payments have failed? You might find these links useful:
View invoices and transactions
Raise a ticket
Help and Support
Or call our billing team on 0845 1400104.
© Plusnet plc All Rights Reserved. E&OE

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 13:00:29 GMT

P.s plusnet
you do how ever state that the 14 days grace is none restricted right?
and reading your T&C's your breaching them and have been since i joined over 2 years ago
Failed Billing policy
Section 3
Paragraph 5 The account will remain unrestricted for 14 days, giving the customer a chance to update payment details. After 5 days and 10 days reminder emails (and SMS if the customer has registered to receive these) will be sent to re-prompt for payment. During the first 14 days the failed billing team will also attempt to call the customer to sort out payment details, and any other related problems.
Paragraph 6 If payment hasn't been made within 14 days, the customer's broadband will be restricted to limited Member Centre access. This will only allow the customer access to; pay the amount outstanding, update their payment details, view past transactions, check online support and raise a Question. Once again, an email and SMS (if the customer has registered to receive these) is sent to prompt for payment. A second letter is also sent out to the customer, reminding the customer of the missed payment.
Found at http://www.plus.net/support/service/policies/failedbilling.shtml

Re: Failed Billing

Oldjim — Sat, 02 Jun 2012 13:05:23 GMT

I was going to grumble about bumping posts but the updates are very interesting - I await a staff comment on this although that may not be until Wednesday

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 13:12:27 GMT

im on the phone to them now
like ive just said to the CSR if we breach T&C's we get axed for it
so i personaly would like to know why PN has been breaching them for the 2 years ive been a customer

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 13:51:41 GMT

how nice of plusnet... they refuse to lift the restrictions on my account
dose this mean i can breach T&C's without any outcome?
This is not fair and NOT the way to treat customers

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 14:12:35 GMT

this gets better apparently im the one and fault and plusnet see no problem with the T&C's?
either i need to learn to read or i have a valid point
how ever i will be writing a letter to the legal department as per advised

Re: Failed Billing

Anotherone — Sat, 02 Jun 2012 14:53:08 GMT

Well I hope you've been talking to a Manager and not a minion! I haven't finished reading the thread yet, but on the basis of what I've read in the first post, if that happened to me and I couldn't view my phone calls or usage I'd be extremely angry, and I couldn't give a stuff about the reason for failed billing.

Re: Failed Billing

Anotherone — Sat, 02 Jun 2012 14:55:18 GMT

What, do I understand this right, you owe them £0.00 and your account is restricted?

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 14:56:23 GMT

cant get anywhere ... all i get is im at fault and a manager will just tell me the same thing
so yea ive opened a complaint
and no i ow them money but i changed it to say 00.00

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 14:59:27 GMT

sorry should have stated that
i tryed to get the restrictions lifted and they wont budge
ive read the terms that both we and plusnet agree on but im still apparently at fault
at the moment my bill is in dispute over someone in plusnet not doing their job correctly and me been charged for 2 different broadband packages for the same time period and not been refunded for one/part of it

Re: Failed Billing

Anotherone — Sat, 02 Jun 2012 15:02:55 GMT

Ring back and demand to speak to a manager, otherwise apart from making a formal complaint to Plusnet, I would also be going to Trading Standards and OFCOM.

Re: Failed Billing

Mark — Sat, 02 Jun 2012 15:08:15 GMT

Hi warbleeder.
I've no key fob to access our VPN from home right now and don't know the ins and outs of this case. I've asked one of the managers on shift to review.
Hopefully you'll have some clarity soon.
Mark

Re: Failed Billing

alanf — Sat, 02 Jun 2012 15:18:22 GMT

I thought that having failed to resolve a dispute with an ISP the next step was a complaint to ISPA / CISAS.

Re: Failed Billing

Mark — Sat, 02 Jun 2012 15:22:55 GMT

We're not at that point. CISAS will pick it up if we fail to resolve in 8 weeks. However lets investigate whats occurred and the reasons behind that.
M

Re: Failed Billing

Mark — Sat, 02 Jun 2012 15:45:13 GMT

warbleeder
Paul, one of the support team managers, has lifted the restriction and reactivated your account. You should now have full access. A ticket has been raised to the failed billing team to pick up any further action.
Looks like there's a bug in the system which has created this problem. That'll be investigated and resolved separately.
Sorry for the hassle you had here.
Mark

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 15:56:09 GMT

thanks mark but a bug in the system thats lasted 2years?
i work with computers on a daily basis and there's no excuses for this bug or any to be on going for years
and why when i called up today did i get told i was the one in the wrong and plusnet wont be and can not lift the bar?
and as i explained on the phone this is not looking too good for plusnet with new customers
dont get me wrong the customer service is normally awesome hence the reason i stay and refuse to leave but somethings need looking at and customers need to stop been blamed some times

Re: Failed Billing

Mark — Sat, 02 Jun 2012 16:00:14 GMT

I'm not aware of the 2 year history but I'll ensure that's looked into.
The actions of the agents you have spoken with will be investigated and any education delivered in the appropriate manner.
I'm sorry we've let you down and not delivered an acceptable level of support.
Support team management will deal with the agents and I've raised the underlying issue to my colleague Karen who heads our billing team.
Mark

Re: Failed Billing

warbleeder — Sat, 02 Jun 2012 16:05:26 GMT

could the issue of it on going since i joined be looked into and could someone let me know why please whether it be by ticket email ect
thanks again for your help

Re: Failed Billing

Mark — Sat, 02 Jun 2012 16:08:51 GMT

I've arranged for Karen's team to investigate the underlying issue, identify the root cause and hopefully resolve. They won't be back in the office until Wednesday so don't expect any action from them until then. Meantime, as your account should now be functioning normally, I hope you've no further issues.
No need for further action on your part at this point.
Mark