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Early Termination Charge

Diskid
Hooked
Posts: 5
Registered: ‎13-10-2018

Early Termination Charge

Thought i would just check my emails properly and noticed had 1 from plusnet from 4 days ago, my bill is now ready. Opened it to find a bill of £156.44
£151.69 early termination fee. What?
28/02/17 started a 12 month contract.
05/09/18 i phoned to cancel as im switching.
16/09/18 i phoned to confirm i was switching.
Was told i didnt need to do anything as my new provider would arrange that and that i didnt have to pay anything. Explain please...
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12 REPLIES 12
Baldrick1
Seasoned Hero
Posts: 6,034
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Registered: ‎30-06-2016

Re: Early Termination Charge

Have you been on a monthly contract since February this year?

If so I assume that this is another example of how comprehensively the billing system is currently screwed up.

Diskid
Hooked
Posts: 5
Registered: ‎13-10-2018

Re: Early Termination Charge

I believe i was on a monthly contact after the initail 12 month contract.
I have attached a screenshot of the "wrlcome" email when i started my 12 month contract
Baldrick1
Seasoned Hero
Posts: 6,034
Thanks: 2,669
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Registered: ‎30-06-2016

Re: Early Termination Charge

Unless you spoke to Plusnet and took out a new contract then you will be on a monthly contract, so the cancellation charge should be vigorously challenged.

Keep an eye out for threats of Debt Collection agencies being implicated. If necessary complain to Ofcom. Plusnet seem to be setting themselves up for a replay of the £880,000 fine they got a couple of years ago for incorrect billing.

Diskid
Hooked
Posts: 5
Registered: ‎13-10-2018

Re: Early Termination Charge

Thank you. Ofcom will be getting any info they will like from me.
Diskid
Hooked
Posts: 5
Registered: ‎13-10-2018

Re: Early Termination Charge

Just as i wrote the above reply i got an email from plusnet... attached the email
RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
Fixes: 75
Registered: ‎11-01-2018

Re: Early Termination Charge

 

Hi Diskid,

 

You did indeed - I wrote the response Smiley

 

If there's anything else you need, please just drop me a line here and either myself or my colleagues will assist.

 

Best wishes

 

Dave

Diskid
Hooked
Posts: 5
Registered: ‎13-10-2018

Re: Early Termination Charge

Received another email.. attached.
Baldrick1
Seasoned Hero
Posts: 6,034
Thanks: 2,669
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Registered: ‎30-06-2016

Re: Early Termination Charge

You just couldn't make it up!

billnotben
Community Veteran
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Registered: ‎23-09-2010

Re: Early Termination Charge

Not a very even playing field is it. On one side we have random unwarranted charges followed quickly by threats if payments aren't forthcoming.

On the other side we have customers waiting months or more for refunds. And some still getting more charges added.

This is going to end badly.

 

AishaK
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 178
Fixes: 12
Registered: ‎06-08-2018

Re: Early Termination Charge

Hi @Diskid,

 

I'm very sorry to hear about the issues you're currently experiencing.

 

I can see that your query has already been raised to the relevant department to have this rectified as quickly as possible.

 

I would advise that you ignore any emails/payment reminders whilst we are trying to resolve this.

 

I do apologise for the inconvenience.

 

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

 

Thank you,

 

Aisha

 

Baldrick1
Seasoned Hero
Posts: 6,034
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Registered: ‎30-06-2016

Re: Early Termination Charge


@AishaK wrote:

 

I would advise that you ignore any emails/payment reminders whilst we are trying to resolve this.

I do apologise for the inconvenience.


Easily said but for the older generation this sort of threat is not just 'inconvenient' . I can imagine some, who have never been in debt in their life, being too worried and frightened of debt collectors  to just ignore this sort of threat.

This is crass unacceptable incompetence that should be addressed as a priority management issue in Plusnet.

billnotben
Community Veteran
Posts: 7,183
Thanks: 1,697
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Registered: ‎23-09-2010

Re: Early Termination Charge

Reading many similar threads on this forum I've come to the conclusion that what should be ignored is the bit that says something like "your problem has been sorted and will not happen again next month" because it sure does seem to happen a lot. Again and again.

 

Thanks for posting the screenshots Diskid. They've been very illuminating.