topic Re: Plusnet want a months cancelation free for a contract that has already been paid in full in Plusnet Feedback

Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Tue, 20 Nov 2018 22:15:18 GMT

My contract is up on 6th Dec, I am moving to another provider on the 4th, so Plusnet ask for £11.61 having already been paid for the service between 6th Nov and 6th Dec!

& decide to email this 10 minutes after their CS closes for the night (although in reality that is 50mins after the last chance to call them and have a chance of a reply)

& they wonder why I'm leaving!

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Wed, 21 Nov 2018 14:01:04 GMT

And after a phone discussion they still want to do this & the person I spoke to gave me the impression that he really did not care if this was in error or not!

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

AishaK — Wed, 21 Nov 2018 15:43:36 GMT

Hi @Gythral8PNC,

I'm sorry to hear that you've chose to cancel your services with us.

I've left a ticket on your account with some information regarding your query. You can view this here

Should you have any further questions, please get in touch.

Thank you,

Aisha

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Wed, 21 Nov 2018 15:53:08 GMT

@AishaK thanks, ( I know you are trying to be helpful & do thank you for trying)

I have already spoken to your team today, they feel that overcharging is the way to go, still

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Marksfish — Wed, 21 Nov 2018 18:35:02 GMT

I didn't think that Ofcom regulations allowed for punitive charges to be added in the last month of a contract, or have I read that wrong somewhere?

Mark

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Wed, 21 Nov 2018 19:33:13 GMT

Seems like Plusnet have put a 'cease' order to the FTTC on my line too, which may affect the new service going live

What the hell are you playing at?

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Thu, 22 Nov 2018 05:54:01 GMT

"Leaving your communications provider

Check if there are any charges if you decide to leave your provider earlier than the agreed term. You should confirm these with your provider when you enter the contract. The charge should never be more than the remaining payments left in the contract;"

from https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/additional-charges

This would suggest that the leaving fee should be zero, as there are no payments outstanding, other than any chargeable phone calls

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Mads — Thu, 22 Nov 2018 13:25:25 GMT

Hello @Gythral8PNC, I am really sorry about this and have updated your complaint ticket here.

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gythral8PNC — Fri, 23 Nov 2018 10:14:36 GMT

Just received this bogus bill in writing too!

If it is incorrect then please ensure that I receive a written copy of any correction & a written apology before the 4th Dec

Re: Plusnet want a months cancelation free for a contract that has already been paid in full

Gandalf — Fri, 23 Nov 2018 13:52:40 GMT

I'm looking into this for you and I'll reply to your support ticket in a moment.