topic Re: Not informed that a new contract was rejected in Plusnet Feedback

Not informed that a new contract was rejected

Samopn — Mon, 07 Aug 2023 14:17:04 GMT

I'm really annoyed.

My contract was up so I renewed it online, but had removed the call plan as we never use our house phone for outgoing calls. This made it a really good deal.

The last bill for my old contract was (reletively) silly expensive and when I called to query it I was told that there was nothing on my account to say that I'd done any sort of renewal so the system had just hit me with the maximum package cost. After politely discussing this with the person on the phone she did some further digging and found that file the renewal of the contract had been rejected as that plan wasn't any longer available.

I'm REALLY annoyed that I wasn't informed in any way that this renewal hadn't gone through - this isn't the way to do business.

So, how can I make a formal complaint about this?

Thanks

Re: Not informed that a new contract was rejected

MisterW — Mon, 07 Aug 2023 14:24:35 GMT

@Samopn there's a link to the Complaints code of practice at the bottom of every page on the forum

For convenience it is https://www.plus.net/help/legal/complaints-code-of-practice/?_ga=2.214906963.513690297.1691418185-955601431.1691418185

Re: Not informed that a new contract was rejected

Samopn — Mon, 07 Aug 2023 14:26:05 GMT

Thanks... I missed that 😉

Re: Not informed that a new contract was rejected

MatthewWheeler — Mon, 07 Aug 2023 15:18:13 GMT

Hi @Samopn

I'm really sorry to hear this has happened.

I can see you've now raised a complaint which has gone through to our Customer Advocates team.

They'll be in touch within the next 24/48 hours but if there's anything else we can help with in the meantime let us know