topic Re: This must be the record for incompetence! in Plusnet Feedback

This must be the record for incompetence!

ariosto — Sat, 11 Jan 2014 14:02:26 GMT

PLUSNET FAILED TO TAKE my monthly payment today - and immediately cut me off. I actually managed to get through on the phone in about 10 minutes - believe it or not - and I was told that being cut off was an error. Like the fact I re-set up the DDR days ago and they still failed to collect it, even though it had been the same for at least two years.
Guess what? I asked for a MAC code to leave and I was put on hold to another department! After 10 minutes I hung up.
When I look at my bill I see that they have the cheek to charge me £1.50 for not using a direct debit!
Can you beat this for incompetence and the very bad treatment of a customer who has been with them for about 5+ years?
I think Sky will be my next call ...
jim:red All caps in title changed as per this Forum Rule mod:end

Re: This must be the record for incompetence!

AlaricAdair — Sat, 11 Jan 2014 14:42:29 GMT

Don't go to Demon Internet - good technology but abysmal accounts department. I cancelled with Thus/Demon solely because of the bad treatment I had from their accounts.

Re: This must be the record for incompetence!

AndyH — Sat, 11 Jan 2014 14:52:48 GMT

Something doesn't seem right here....
Did the original direct debit payment fail (lack of funds in account or cancelled by you)? Did you not get any warning you were in arrears?
It takes 3 days to set up a direct debit and a further 3 days to mandate payment...so setting a new one up days ago would not have worked anyway. I believe it says this somewhere?
It would have been impossible for them to take a direct debit today anyway as it's a weekend.

Re: This must be the record for incompetence!

IngeJones — Sat, 11 Jan 2014 15:03:26 GMT

Quote from: ariosto
I think Sky will be my next call ...

Gosh you really MUST be desperate!

Re: This must be the record for incompetence!

ariosto — Sat, 11 Jan 2014 16:43:36 GMT

I changed the DDR setup about two weeks ago and then changed it back to the original account about 8 days ago. There is no problem with funds in the account and on the phone today to Plusnet it was suggested that it may take ten days to set up a direct debit. (But that is not my problem).
In fact the account is the one we have used for the last couple of years, and the bank is usually very efficient, unlike Plusnet.
I'm already looking at alternative ISP's and unless Plusnet gets this sorted in 24 hours I will be leaving. If I do not get the MAC code in four or five days I will be making an official complaint to OFCOM.

Re: This must be the record for incompetence!

pwatson — Sat, 11 Jan 2014 17:01:09 GMT

Quote from: ariosto
<Snip> changed it back to the original account about 8 days ago. <Snip> Plusnet it was suggested that it may take ten days to set up a direct debit

That seems to pinpoint the reason for the problem... You're not the first person to be caught about by this delay but this page certainly confirms that you should have a couple of weeks before you account is restricted.

Re: This must be the record for incompetence!

orbrey — Mon, 13 Jan 2014 09:20:27 GMT

Hi ariosto, really sorry about that. Glad you're back online and sorry for the messing around. We'll be happy to refund that £1.50, at present we can't from the current invoice as it's still processing but we'd be happy to do so once it's gone through or if you'd rather we can refund it from a previous invoice?

Re: This must be the record for incompetence!

ariosto — Mon, 13 Jan 2014 16:16:39 GMT

Hi Matt Taylor
You could better still send me a cheque to my home address. Thanks.

Re: This must be the record for incompetence!

orbrey — Mon, 13 Jan 2014 16:17:33 GMT

That would take a lot longer to do than wait and process the refund in all honesty. I'll ask though if it's urgent?

Re: This must be the record for incompetence!

ariosto — Tue, 14 Jan 2014 16:29:08 GMT

What I do find bizarre and very strange is that with all the complaints about dreadful service and hour long waits on the phone, I discovered Plusnet is actually running the John Lewis broadband. When I phoned them I thought I had got a wrong number because the person who answered with a few seconds said "hello, Plusnet."
I phoned again a few hours later to ask if if Plusnet was the ISP at John Lewis, and again the phone was answered in a few seconds with "hello, Plusnet.." So I got confirmation that Plusnet is running the show, and this person said that they answer as both JL and PN.
So PN are putting two fingers up to their own customers whilst answering on behalf of JL in less than 30 seconds!!
Personally Io think this is an insult and totally unacceptable.
What do other people think?

Re: This must be the record for incompetence!

ITWorks — Tue, 14 Jan 2014 18:50:49 GMT

Based on that , maybe we should all start ringing the JL number instead
Regards
Mike

Re: This must be the record for incompetence!

Apprentice — Tue, 14 Jan 2014 18:59:40 GMT

Maybe JL don't have so many customers with broadband or phone issues [cough]

Re: This must be the record for incompetence!

ariosto — Thu, 16 Jan 2014 15:11:47 GMT

Hi Mr Taylor
Yes, it would be OK to credit the £1.50 against the next payment or a past payment or the current one which is still waiting for PN to take as a Direct Debit.
I'm still looking at other ISP's. Does anyone know if the Tesco one is any good? (I hope it not also being run by PN!)

Re: This must be the record for incompetence!

Finguz — Thu, 16 Jan 2014 15:53:58 GMT

Hmm Tesco or Plusnet..., I suppose it's a case of horses for courses

Re: This must be the record for incompetence!

ariosto — Thu, 16 Jan 2014 15:56:26 GMT

I've made an official complaint to OFCOM regarding Plusnet as I asked for a MAC key some 5-6 days ago and it has not been given to me. This is a case of PN breaking the law.

Re: This must be the record for incompetence!

AndyH — Thu, 16 Jan 2014 16:00:59 GMT

How did you ask for the MAC Code and when?

Re: This must be the record for incompetence!

pwatson — Thu, 16 Jan 2014 16:05:02 GMT

Quote from: ariosto
I asked for a MAC code to leave and I was put on hold to another department! After 10 minutes I hung up.

Did you actually successfully talk to someone in cancellations? If not, you haven't asked for your MAC yet...
Plusnet (in common with a lot of service providers) insist on talking to you when you cancel so they can dangle a suitable carrot in front of you to attempt to make you stay. Frankly, I'd rather they just offered the best price to all customers at all times but that's not how the industry has gone.
You are, however, allowed to write a letter but presumably they think that if you can be bothered to do that you must be serious.

Re: This must be the record for incompetence!

ariosto — Thu, 16 Jan 2014 16:23:49 GMT

If its impossible to get through on the phone then I can only ask on line. I'm not paying another penny to these PN crooks until I get a MAC key. My complaint to OFCOm (along I'm sure with many others) will hopefully result in PN getting a multi-million pound fine.

Re: This must be the record for incompetence!

pwatson — Thu, 16 Jan 2014 16:26:41 GMT

Not going to happen I'm afraid - The PN T&Cs specify that you have to phone in or write a letter. No exceptions!
There was a thread here yesterday with a customer who clearly was not going to be tempted to stay yet PN refused point blank to issue a MAC if the process wasn't followed.

Re: This must be the record for incompetence!

ariosto — Thu, 16 Jan 2014 17:03:24 GMT

I got through after waiting about 15 minutes and spoke to Luke and requested a MAC code at 4.54pm on my home phone number. THIS IS FOR THE RECORD.
I'm told it will be sent to me by email!!!! - within 24 hours. I hope this is the truth but I will never trust PN again. Soon I will be leaving - and it can't be too soon.