topic Plusnet have monies since 10/2 and still haven't refunded in Plusnet Feedback

Plusnet have monies since 10/2 and still haven't refunded

macdta58 — Mon, 22 Feb 2016 13:11:02 GMT

Have paid account on10/2 and due to plusnet system "nor picking up instructions" from 28/12/15 , am due two refunds. Only received one for £16.99 and my question for next refund has been on hold since 10/2/16 and still no refund ! >:(. All my accounts are up to date apart from PLUSNET ERRORS which seem to keep happening. surely this company can afford to get it right and treat the customer correctly , especially when the customer had to contact them and the service centre team started arguing , again surely the company can afford to own up to their mistakes and give the customer the money back that they have wrongly been charged !!!!!!!!!

Re: Plusnet have monies since 10/2 and still haven't refunded

adamwalker — Mon, 22 Feb 2016 16:49:19 GMT

Hi macdta58,
I'm sorry about the delay with this, we've been waiting for a direct debit to clear before we were able to put the refund through, I'm going to pass on some feedback as I can see this hasn't been explained in previous contact with us.
I'm processing the refund now and the funds should reach your account within the next 10 working days.

Re: Plusnet have monies since 10/2 and still haven't refunded

MauriceC — Mon, 22 Feb 2016 19:42:04 GMT

Quote from: _Adam_Walker_
I'm processing the refund now and the funds should reach your account within the next 10 working days.

Could you explain why this process is still so lengthy Adam? I thought there was a plan in place to upgrade the financial systems to accommodate the Faster Payments Service.
M

Re: Plusnet have monies since 10/2 and still haven't refunded

Anoush — Mon, 22 Feb 2016 20:19:36 GMT

Hello there. The official 10 working day timeframe for refunds is to allow time for it to be processed by your bank or building society, however it usually is much quicker than this to be honest. We are still in the process of designing and implementing our new billing engine, however it's not quite ready yet and we don't yet know when it will be implemented.