topic fraud and incompetence by Plusnet in Plusnet Feedback

fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 13:11:24 GMT

I have been stupid enough to sign up for a broadband line with Plusnet, nearly 2 months ago. I paid in advance for 12 months and received an email confirming dates for an engineer to visit. I took a day off work for this visit. The engineer never arrived and when I contacted plusnet about it the staff were so unhelpful and frankly liars. I told them under no circumstances was I proceeding with the line. I made a complaint to a manager who confirmed in writing that the service was poor from Plusnet but they would not be willing to reimburse me for time off and costs incurred unless I remained a customer. When I enquired what they would be prepared to do I was told they would only discuss that if I agreed to have the line installed. I thought this was ridiculous and further showed how pathetic and unreasonable this company is. I cancelled, with no reimbursement for my costs and 6 weeks time wasted and still no broadband. I received an email confirming that the line would be cancelled and was told I would be refunded within 7 days. That was 10 days ago and no refund has been made for the advance payment I made in good faith to this embarrassment of a company. I have just rang them and been told that nothing has been done and I shall have to wait at least 10 further days for a refund.
WHAT AN ABSOLUTE DISGRACE. I WILL BE ADVISING EVERYONE I KNOW NOT TO USE THIS FRAUDULENT AND INCOMPETENT COMPANY.
I have contacted my bank and am charging everything back and will be taking Plusnet to small claims for the loss of holiday and subsequent costs incurred.
I hope someone at Plusnet sees this and realises what a prospective new customer who did everything asked of them has been treated. Although, I cant imagine theyll be bothered at all.

Re: fraud and incompetence by Plusnet

LinnPlusnet — Mon, 09 Jun 2014 13:37:36 GMT

Hi unhaapy1000,
I'm very sorry to hear of your experience with Plusnet.
I have had a look at the account and can see that this has been raised to a manager earlier today. Once they've had a look into this they'll be back in touch.
I'm sorry for any inconvenience caused.

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 13:39:41 GMT

And do what exactly? More lies, false promises and fraudulent behaviour?

Re: fraud and incompetence by Plusnet

Pettitto — Mon, 09 Jun 2014 14:01:25 GMT

The Manager will be back in touch to resolve this issue with you.
If there is anything we can do to help following this, please let us know.

Re: fraud and incompetence by Plusnet

tijara33 — Mon, 09 Jun 2014 14:06:41 GMT

Quote
More lies, false promises and fraudulent behaviour?

I can see why you are justifiably unhappy, I would be the same. However, just a word of warning about your wording. The libel laws are quite strong & far reaching.

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 15:01:09 GMT

They took payment for a service they havent provided, didnt turn up when promised and then failed to refund when promised. They have either deliberately done this or have been negligent in their actions. All of which are classified as false promises, lies or fraudulent behaviour. Nothing libellous here, unless of course Plusnet want to deny this and Ill happily post everything and we'll see whats true.

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 15:02:45 GMT

Quote from: Chris
The Manager will be back in touch to resolve this issue with you.
If there is anything we can do to help following this, please let us know.

Are they going to pay me by faster payments immediately today? Are they going to compensate me? Or are they going to lie to me again like your last manager did?

Re: fraud and incompetence by Plusnet

LinnPlusnet — Mon, 09 Jun 2014 15:15:12 GMT

They'll discuss this with you in full. I'm sorry the refund wasn't processed following your conversation with the previous manager. Please await a call from the manager this was escalated to earlier today.

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 15:22:26 GMT

Manager has just contacted me and offered a pathetic £25 for a day lost from work, hours spent on the phone and the lies told. She had the cheek to try and get me to stay with Plusnt as well. Still 10 days for a refund so you will have had my money for 2 months without providing a thing. You should be wholeheartedly embarrassed for the disgraceful behaviour your pathetic company has exhibited and the even more pathetic attempts you have made to resolve them.
The only difference between this call and the one I had on the 1st was the £25 insult. You honestly think offering someone less than minimum wage for failing to turn up is a good way to do business?

Re: fraud and incompetence by Plusnet

TORPC — Mon, 09 Jun 2014 15:33:05 GMT

It seems that PlusNet has fallen foul of the (Too Big To Care Syndrome), like all big companies, after they get a certain amount of million customers
So much for the new UK based call centre to relieve a lot of problems / issues, as seeing the escalation of negative posts by Angry / Upset members, proves the need for PlusNet to start tilting the slippery slope back to being level
I did start a poll in relation to being loyal to PlusNet, Issues like your & many others keep reminding me of the famous story of Job, & making me test my loyalty

Re: fraud and incompetence by Plusnet

artmo — Mon, 09 Jun 2014 16:49:29 GMT

PN need to sort this out ASAP but in the meantime I agree with tijara33 - you should be careful of libel laws.
I, like a lot of other people have been with PN for many years and always had good service from them

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 16:54:23 GMT

Thanks, but I dont need to be careful of any libel laws. To take money for something and not deliver it is fraud by negligent misrepresentation at best. At worst its fraud by deception. Additionally, it is my opinion posted on a forum. It has been proven in the High Court (2009) that statements made on forums by individuals do not count as factual statements for the purposes of libel.
Ive just received another email from these idiots saying they wont be refunding the money I paid as I threatened to charge back. If thats the way they want it then thats exactly how we'll play it and now they will get a bill for my administration costs and a merchants fee from my bank.
How dare they behave like this.
"Thank you very much for your time on the phone today.
I am very sorry about the poor experience you have had with Plusnet so far and am sorry we have been unable to deliver the customer service we would like to.
I can confirm I have now closed your account with immediate effect.
I did offer a full refund of your first payment but you advised you are going to conduct a charge back this afternoon as you do not wish to wait for up to 10 working days for this to return. "
Absolutely disgraceful.

Re: fraud and incompetence by Plusnet

TORPC — Mon, 09 Jun 2014 17:02:39 GMT

I never thought I would see the days, when PlusNet would dare, follow the same path as the wooden spoon contenders / winners TalkTalk etc
[quote=http://www.dailymail.co.uk/news/article-1346322/TalkTalk-wins-award-worst-customer-service-2010.html]They're rude, aggressive and even tell lies
Charge for services they've NOT supplied
Don't EVER return your calls
Harass you for money that you DON'T owe
TalkTalk is the winner of our Wooden Spoon award for providing the worst customer service in 2010.
Sorry PlusNet but reality does set in

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 17:04:11 GMT

I wish there was a thanks button Torp!

Re: fraud and incompetence by Plusnet

TORPC — Mon, 09 Jun 2014 17:17:01 GMT

Consider me thanked & you are welcome
I just wish that PlusNet would be able to get back on the rails with full steam ahead,
That said are they able to pull themselves, back from the Negativity that is a major cause for the, Angry / Upset customers that we are seeing of late ?
If the new CEO 6 - 7 months in have not improved things, then they need to look for a new CEO as since Andy Bakers arrival there has been a major decline
I think PlusNet should HeadHunt for their next CEO
DIDO HARDING
as she has literally turned TalkTalk around, I know they still have work to do, as Rome was not built in a day, but the hard work from DIDO HARDING is clearly paying off, as can be seen on their forums (where you do not have to be a customer to sign up)

Re: fraud and incompetence by Plusnet

Townman — Mon, 09 Jun 2014 17:41:18 GMT

You are quite wrong here - fraud is taking a benefit with no intent of providing the agreed service. Unless you can show an intent prior to contract to take money and never provide a service, then your repeated articulation of "fraud" or "fraudulence" is libellous...
What you have here is at best a tort of neglect..

Quote from: http
Negligence (Lat. negligentia, from neglegere, to neglect, literally "not to pick up something") is a failure to exercise the care that a reasonably prudent person would exercise in like circumstances.[1] The area of tort law known as negligence involves harm caused by carelessness, not intentional harm.

...I cannot see any intent to harm though, a mistake has been made and it is being dealt with...
or a breach of contract - if you can show that time was of essence...

Quote from: http
Breach of contract is a legal cause of action in which a binding agreement or bargained-for exchange is not honored by one or more of the parties to the contract by non-performance or interference with the other party's performance. If the party does not fulfill his contractual promise, or has given information to the other party that he will not perform his duty as mentioned in the contract or if by his action and conduct he seems to be unable to perform the contract, he is said to breach the contract.

Re: fraud and incompetence by Plusnet

Townman — Mon, 09 Jun 2014 17:45:00 GMT

Quote from: TORPC
..wooden spoon contenders / winners ...

TIme this forum consider having one of these for stirring with...

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 17:45:38 GMT

Im quite right here, thanks.
"Misrepresentation is a concept in contract law referring to a false statement of fact made by one party to another party, which has the effect of inducing that party into the contract. For example, under certain circumstances, false statements or promises made by a seller of goods regarding the quality or nature of the product that the seller has may constitute misrepresentation"
"Fraudulent misrepresentation is capable of being made recklessly".
Plusnet confirmed to me in writing that an engineer would install the line on a set date - this was misrepresentation. They then told me they would refund me within 7 days - again this was misrepresentation. They have gained my money under false pretences and kept onto it fraudulently. Hence fraudulent behaviour and fraud by negligent or reckless misrepresentation.
When I contacted Plusnet and asked why no engineer had called when I had an email confirming attendance dates the agent categorically stated that I had not received an email confirming attendance but merely an informational message. This is despite the email containing the words order confirmation and "We won't need to contact you if your preferred appointment date is available". This is negligent at best and a deliberate lie at worst.
Plusnet have read and responded to this thread and have it within their power to remove it if they feel it's libellous. They won't because it isn't.
Additionally and FYI; as an individual user of a forum stating an opinion, this is not regarded as libel whether it is true or not, at best its slander as per the High Court ruling in 2009 by Justice Eady.

Re: fraud and incompetence by Plusnet

pwatson — Mon, 09 Jun 2014 17:53:33 GMT

Quote from: unhaapy1000
Ive just received another email from these idiots saying they wont be refunding the money I paid as I threatened to charge back.

Threatened?

Quote from: unhaapy1000
I did offer a full refund of your first payment but you advised you are going to conduct a charge back this afternoon as you do not wish to wait for up to 10 working days for this to return. "

They offered a refund, you said you were going to charge back. If they refunded you and you proceeded with a charge back you'd get your money back twice. Perhaps you should have made it clear that a refund was acceptable and that you would not contact your bank?

Quote from: unhaapy1000
Absolutely disgraceful.

Perfectly reasonable to me... PN have called your bluff and you're not going to lose out because you've claimed from your bank haven't you

Re: fraud and incompetence by Plusnet

unhaapy1000 — Mon, 09 Jun 2014 17:58:16 GMT

Plusnet have "called my bluff"? Dear oh dear. People like you cause so many problems because companies like Plusnet think its OK to treat customers like dirt as fools like you think its "reasonable". No, Plusnet havent "called my bluff" as it was charged back this morning and will now cost them £40 merchant fee. If Plusnet behaved "reasonably" they would pay the refund today and my bank wouldnt honour the charge back because I had already received the refund. They could have saved me some delay and administration but no, they will not even do me that courtesy.
You seem to think 20 days is OK for a refund for a service that was never provided - I do not.