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Asking again for help

kehall
Dabbler
Posts: 20
Thanks: 14
Registered: ‎21-07-2016

Asking again for help

Apparently this was 'moved' before but I fail to see where to.

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Received notification that services will be stopped on 28th May, final bill in April

 

Noticed a reduced bill in May but didn't twig it was in error, just felt that it was a shorter term as often happens when cancellations don't match up with billing dates.

 

Payment collected by DD for that

 

Then another bill in June. So cancelled DD so it wouldn't be taken. Then got a "nasty" email saying we notice your DD was cancelled and that payment was needed.

 

Got in touch with support, ticket 242486863 opened. They agreed the problem on the phone, which was that they didn't cancel the landline service on 28th May, only the broadband?! (but the service was clearly only there for broadband, not calls).

 

They agreed the situation without any hesitation and said they would credit the amount but would need the DD to be reinstated to refund, and also a 'cease backdated'. So went through that process giving details for DD to be set up again, and said they would sort out the refund once the DD was in place again in a week or so.

 

June was credited as expected, but no refund.

 

July came and another bill arrived! Contacted support again, said the previous ticket was only for credit and not to backdate the cease, and they couldn't credit the July bill. Ticket 243007814 opened to handle.

 

Now the July bill DD was just taken from our account. Still no refund or credit and both tickets have been closed Sad

 

Anyone here able to help with this dire situation please?

 

We should be billing Plusnet for the time wasted on this (and compensate for the loss of referrals to my personal account due to this whole shebang of stopping PlusNet Business)!

4 REPLIES 4
RobPN
Seasoned Hero
Posts: 5,228
Thanks: 2,752
Fixes: 13
Registered: ‎17-05-2013

Re: Asking again for help


@kehall wrote:

Apparently this was 'moved' before but I fail to see where to.

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@kehall 

It seems your earlier post was stuck in the forum 'Spam filter', now released;

https://community.plus.net/t5/My-Account-Billing/Still-being-billed-despite-service-stopped-28th-May...

kehall
Dabbler
Posts: 20
Thanks: 14
Registered: ‎21-07-2016

Re: Asking again for help

ta

Penny
Superuser
Superuser
Posts: 1,410
Thanks: 861
Fixes: 8
Registered: ‎05-04-2007

Re: Asking again for help

.

Now replied to on the https://community.plus.net/t5/My-Account-Billing/Still-being-billed-despite-service-stopped-28th-May... thread, if the Moderators can somehow amalgamate these threads (?)

 

Thanks.
.

Penny Rollo * * * joined Force9 on 17/02/98 * * * with PlusNet from 2000 onwards * * * personal website at pennymidasrollo.plus.com
Project HappyChild website (free educational resources for kids and schools, plus directory of charities helping children) 1998 onwards
Superusers are not PlusNet staff but do have a direct line of communication into the business to raise issues, concerns and feedback from the Community.
Baldrick1
Moderator
Moderator
Posts: 12,311
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Registered: ‎30-06-2016

Re: Asking again for help

Moderator and Customer
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