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Why no email contact for "Customer Services"

Posts: 3
Registered: ‎15-01-2016

Why no email contact for "Customer Services"

The following is an attempt at exchanging emails with [Removed] via, Ahem, "customer services email". It bounced back fo course as "customer services" email address is unmonitored.
Hi [Removed]
You seem to be in a mess with my account.
You took a payment by Direct Debit on  Feb 22nd for £7.61 and then on the
same day refunded £5.94.
This seems to be typical of Plusnet's service. We were without our phone
service twice since changing to Plusnet. On each occasion it took over a
week to resolve and we received no compensation for this lack of service.
This is why we cancelled the remainder of the contract as our customers were
unable to call us and it could potentially mean we lost orders far in excess
any cancellation cost. In other words due to lack of service we had no
choice but to cancel.
As this is a business account, you will need to send me a detailed VAT
invoice for anything to claim to be outstanding. I can no longer log-in to
check my account with you and cannot access the Feb credit and debit.
Kind regards
Charles B Freeman.
-----Original Message-----
Sent: Thursday, March 3, 2016 12:57 PM
To: [Removed]
Subject: Important information from Plusnet
Your username********
Dear Mr Charles Freeman
We are sorry to hear that you have recently migrated your services away from
Once we had received confirmation your service had moved to another provider
we calculated your final bill. This includes any outstanding subscription
charges on your account including contractual fees and scheduled call
Unfortunately we were unable take a payment from the details we hold; your
account now has an outstanding balance.
What happens now?
In order to allow us to fully close your account we need take a payment from
you as soon as possible. To make a payment you can you call our payment line
from your landline on 0800 432 0200 or 0345 140 0200 from your mobile
between 7.30am and 10pm, 7 days a week.
It is important that you do this as soon as possible to prevent further
recovery action being taken to recover the outstanding amount.  It’s also
likely that this action will lead to additional charges being applied to
your account.
If you are experiencing difficulties making a payment or would like to
discuss your bill further; please call us soon as possible so we can talk to
you about the options available.
If you have recently made a payment please discard this letter, let us thank
you for your custom.

Yours sincerely,

Head of Plusnet Billing
This email has been sent as it contains important information about your
service from Plusnet. Please do not reply to this email, as this is an
unmonitored address.
PlusNet PLC
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
[Moderator's note by Mike (Mav) OP's email address removed from a public forum].
Posts: 6
Thanks: 1
Registered: ‎21-03-2016

Re: Why no email contact for "Customer Services"

The reason is poor company policy.  Many customer service chiefs are stuck in a 90's mentality and forcing your customers to open a Twitter account is completely wrong in this day and age. With a professional helpdesk system in place (and there are at least 2 good ones in use by top companies) customers would feel they are being listened to and PlusNet would solve problems at a faster rate. Maybe somebody will wake up one day.