Got no where after 5 hours

[#1]

Thank you jelv
You are right
I will read the post link in your message reply
Thank you

[#2]

Apologies for the delayed response.

I've been chasing this for you the majority of the day and I'll update the account shortly

[#3]

Service status
Can you see screenshot ?
To the left the date is 1970 !!

[#4]

Thank you Matthew
If you would like any more information please do contact my client
She has her mobile phone number on her account .
Thank you for taking the time to reply

[#5]

I'm not sure if you can see this screenshot
On the left says a date of 1970 ! .

[#6]

Matthew you replied 7 hours ago that you would look into this
Then again you wrote and hour ish ago
Still nothing !
No email no phone call

[#7]

Hello @cazpro777,

Thanks for getting back to us, and I am sincerely sorry for any confusion. My colleague Matt has responded via your account here.

Please get back to us if you have any further quearies.

[#8]

Finally a reply from plusnet
Thank you for taking the time to reply
There are several issues I would like sorted out some of which mentioned in our post
If my client had to pay for the hours and time I have been on the phone etc to yourselves
I would've had to charge at least £110 ten pound an hour for 11 hours we have the phonecalls and times on her phones call history
Check the older account and see one missed payment
I think judging by the posts on here .. like I said yesterday is there an issue with your new billing system ? Seems by the amount of people complaining on here
My client isn't the only one treated this way .
We still have the equipment here and plugged in so why not save the bother. cost and time and switch all back on ?
What do we do with the router she has ?
The router sent few months ago as she upgraded to fibre .
Would you like her older account details ?
You can see for yourself we also have screen shots proving she paid no outstanding bills.
Only missed one Sept as in hospital
Offered to pay any outstanding costs /bills and show proof of hospital admission yesterday
just dropped even with her loyalty of 5 years
if you have read my previous posts i assume?
Can you answer the questions I have asked ?
If we can get my client overnight support as she needs to be monitored 24/7 hence the careline alarms /heart monitor it could cost adult social care between £90-150 to have a carer here overnight
Look up the illnesses/disabilities mentioned and then and only then explain what the hell has gone wrong
You will then understand the urgency to this matter I would like this looked into further and a truthfull explanation and investigated on her older account would you like the details of this account ?
Should be easy to find as it's the same address !
This has gone past the oh we are sorry words..
Action was needed yesterday .
My client has paid for the Installation/activation of this new account
Then first months service £71 yesterday
Your charging for a new contract and the cheek of installation when she has the equipment here
I think that is ridiculous
And also as earlier mentioned was told yesterday the amount of bill on older account is with a debt collector
If a debt collector turns up here or she receives letter demanding payment due to plusnet I will advise her to seek legal advice
This has gone to far.
Would you agree ?

[#9]

Also on her member account as you can see on screenshot activation is due on 01/91/1970 what the hell
Also what's this confusion you mention in your post ?
The screen shots and bank screen shots May be that's your confusion certainly not ours
We are not confused
I haven't an idea why you would write confused
I do feel you haven't even read the full posts
Oh yes confusion when dealing with your colleagues ?the time wasted on this ?
Outrageous

[#10]

Hello @cazpro777,

I am sincerely sorry for the experience your client has had and for any distress it has caused her. While we believe that any of our customer time is precious it is not something we put a monetary value on.

When an account is closed with us, we are physically unable to reopen that account I'm afraid and we would have to set up a new one. Had this option been available it would be the first action we would have taken.

The router from her old contract is now her own hardware and we would recommend keeping hold of it as a spare. I can see that my colleague Matt has taken ownership of the install to ensure it is pushed through as quickly as possible for her.

The screen shot you have provided is an error with the member centre registering the details correctly, however I can assure you it does not reflect this way on our side.

We are deeply sorry for the events that have unfolded and the inconvenience it has imposed on your client. While we can not change what has happen feel free to PM us the other account username and we would be happy to investigate and errors on our side.

[#11]

Thank you for your reply
Have pm you

[#12]

Hi sorry to bother you yet again.
We received 2 emails and texts
Both with differnt times at dates on
The are different dates given to her yesterday
Please could you possibly help with this
Thank you
Also have pm as requested

[#13]

Hello @cazpro777,

Thanks for getting back to us and we are sincerely sorry for any confusion. My colleague Matt has updated the ticket here, which should clear this points up for you.

Please don't hesitate to get back to us if you have any further quearies.

[#14]

Hi I have updated via ticket
Thank you

[#15]

Thanks for coming back to us @cazpro777.

I can see that Matt is case managing this for you and will communicate via the account with you.