topic Re: plusnet punishing me for their mistake in Plusnet Feedback

plusnet punishing me for their mistake

kevyandrean — Tue, 03 Dec 2013 14:12:22 GMT

iv payed my bill every month without fail. im on unlimited calls and internet. today i payed my bill , i tried to make a call and found the line to be restricted. after a call iv found i owe plusnet near 300 quid for calls that have been made months ago. now they have never ever billed me for these and on my account it says fully payed on bill dates. they have made some sort of mistake now want me to pay 300 quid before xmas. can someone from plusnet clear this up please? i done have 3 quid let alone 300. i got 4 kids and a disabled partner to look after and plusnet are trying to take our xmas from us.
I truly thought i had a good thing with plusnet. the call centers and the service is the best iv had ans could see me with you for many years . please don't say your just like the rest.

Re: plusnet punishing me for their mistake

Kelly — Tue, 03 Dec 2013 14:48:15 GMT

Hi kevyandrean,
We're looking at this.

Re: plusnet punishing me for their mistake

kevyandrean — Tue, 03 Dec 2013 14:49:09 GMT

thanks kelly.

Re: plusnet punishing me for their mistake

kevyandrean — Tue, 03 Dec 2013 15:39:54 GMT

i love plusnet. such an understanding company. the best thing iv done is move to you. thanks very very much

Re: plusnet punishing me for their mistake

adamwalker — Tue, 03 Dec 2013 15:41:08 GMT

Cheers for your time on the phone and I'm really sorry for any concern this might have caused, especially at this time of year!
It's our fault that the system we have in place to make sure your calls that come under the terms of the anytime offer were added to a bill. We can see the mistake that happened and feedback is going to be passed on. We definitely won't be billing you for these calls.
As agreed I'm going to make sure we pick this up again with you at the point the next bill is due to be taken and I'll also be placing an order now to remove the call restrictions placed on the line.
Adam

Re: plusnet punishing me for their mistake

kevyandrean — Fri, 06 Dec 2013 12:17:45 GMT

it seems my line is restricted again

Re: plusnet punishing me for their mistake

Kelly — Fri, 06 Dec 2013 12:24:45 GMT

Hi,
Looking at it.

Re: plusnet punishing me for their mistake

kevyandrean — Fri, 06 Dec 2013 12:29:51 GMT

thanks. also on the phone to you but the lass doesnt seem to understand.

Re: plusnet punishing me for their mistake

Kelly — Fri, 06 Dec 2013 13:52:18 GMT

It looks like someone has sorted it? It's a knock on from the initial problem

Re: plusnet punishing me for their mistake

kevyandrean — Wed, 01 Jan 2014 21:00:11 GMT

hello again my bill is still showing these mistakes. £326 this month
adie:quote

Re: plusnet punishing me for their mistake

Chris — Thu, 02 Jan 2014 13:37:52 GMT

Adam's going to pick this up today.

Re: plusnet punishing me for their mistake

adamwalker — Thu, 02 Jan 2014 17:18:35 GMT

Hi kevyandrean,
I've picked this up with our billing team today to get that sorted. I'm chasing that with them again now for you.

Re: plusnet punishing me for their mistake

adamwalker — Thu, 02 Jan 2014 17:28:42 GMT

The balance has been corrected, OK if I call you tomorrow morning?
Adam

Re: plusnet punishing me for their mistake

kevyandrean — Thu, 02 Jan 2014 21:47:43 GMT

yes thats ok. still some of the charges are going back to October. Will talk tomorrow. thank you very much for all your help