Refund???

[#1]

On 20th September we were sent an email from Plusnet stating our bill may be incorrect this month and they would let us know. On 26th we then received a follow-up email saying we were due a refund of nearly £200 as they had overcharged us. This email also stated it would be processed within 5 working days. (See attached photos). 9 working days later and this is still not back in our account. We also travelled on holiday in this time so the missing money from our account has been a massive hinderance. Not happy! Last time I called the customer service line it took 45 minutes to get through and used up most of my minutes so I would like to avoid doing this again.

[#2]

Hi @lukeclare,

Please accept my sincerest apologies I've chased this for you as best I can with our billing team.

A ticket update from myself flagged as a complaint can be found here

If there's anything else we may assist you with please feel free to give us a shout.

Thank you.