Restricted service as an act of goodwill
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- Re: Restricted service as an act of goodwill
Restricted service as an act of goodwill
24-09-2018 11:12 AM
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However, don’t worry as we will keep you waiting on the phone for over 40 minutes and inconvenience you more as punishment for telling us about our shameful service!
Re: Restricted service as an act of goodwill
25-09-2018 3:00 PM
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Hi @scarnell
I am really sorry that you had such issues when arranging your house move and the problems you have experienced trying to get through to discuss your invoice query since.
I can see that you have spoken with a colleague regarding this today and there is a ticket on your account here
If you have any further questions feel free to get in touch.
Re: Restricted service as an act of goodwill
04-10-2018 4:23 PM
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I have also had a similar issue to this. Due to a failed direct debit in August I went on line to pay my outstanding bill of £52.41 and it was taken out of my account twice. When I reported this I was told that I would be refunded within ten days, I am still awaiting this payment now 5 weeks later. Because I had not received my credit I thought this credit may go towards my September bill of £50.23 and have the remaining funds of £2.18 paid back to me. But I have had numerous emails chasing payment and now my service has been restricted with an additional charge of £10 on the bill. I have tried to contact on webchat and raised two tickets with no success. I have been with Plusnet for over 10 years and this is the first time I have had issues like this.
Re: Restricted service as an act of goodwill
04-10-2018 6:39 PM
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Hi @Rich5 sorry to hear that you have had this experience and I appreciate the patience you have shown in waiting for this matter to be resolved as you were advised. I have updated you further via a ticket on your account here
If you have any further questions please do not hesitate to get back to me.
Kind regards,
Re: Restricted service as an act of goodwill
08-10-2018 9:32 PM
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Hi thanks for getting back to me. I have uploaded the info that has been requested and would appreciate if you could check this is being dealt with as had no response
Re: Restricted service as an act of goodwill
09-10-2018 1:23 PM
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Thanks for this @Rich5
I've arranged for our billing team to refund you £52.41 which we'd likely need to send via cheque but we'll issue it as soon as we can. I've also applied a credit to your account to cover the late payments fees we've added on, because of this issue.
I hope this helps and sorry for the issues you've had and inconvenience caused.
Re: Restricted service as an act of goodwill
11-10-2018 8:11 AM
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I have added information to my ticket, I would be grateful if someone could respond
Re: Restricted service as an act of goodwill
11-10-2018 5:31 PM
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Re: Restricted service as an act of goodwill
12-10-2018 10:44 AM - edited 12-10-2018 10:45 AM
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Re: Restricted service as an act of goodwill
17-10-2018 7:46 AM
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This is getting beyond a joke now... I have still had two months worth of charges taken from my bank account today, the bill for this month and also the £52.41 that I was told was being credited to my account. This has been going on since August and I still have a restricted service and cannot use my house phone. I have been with PlusNet for well over ten years and this is the worse service I have experienced from yourselves. Please could you issue me a refund immediately so I can seek a more efficient supplier for my phone and Broadband and give me details of your complaints department?
Re: Restricted service as an act of goodwill
17-10-2018 8:27 AM
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PlusNet billing department must be totally overwhelmed with the new billing system fiasco. They seem to be getting nowhere with sorting errors, just making them worse. There is a "complaints code of practice" link at the bottom of each page of the forum. Bet they are getting a lot at the moment.
Re: Restricted service as an act of goodwill
17-10-2018 2:49 PM
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Hi @Rich5
I am really sorry to hear that these issues have happened with your recent invoices.
I have sent you a ticket on your account regarding this. If you would like to reply to this here or through the Community, which ever is easier for you.
I do apologise once again that we have not resolved this already for you and if you have further questions feel free to get in touch.
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- Re: Restricted service as an act of goodwill