Failure to notify customers of new packages.
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Failure to notify customers of new packages.
16-01-2021 12:08 PM
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Hi Support,
I have two accounts with PlusNet.
Having found that my phone bill has been steadily increasing, I decided to check my call plan and discovered that I am still on "Anytime" (£8 pcm). I understand from your website that this product was withdrawn in 2016! Since then I have been regularly overpaying for my calls by a significant amount. Having discovered this, I changed plans to "Unlimited" (£9 pcm) yesterday.
Why did you not act responsibly and notify me that the original plan was withdrawn and draw my attention to the new, cheaper plan? I archive ALL my emails. Having checked them. I cannot find any emails from you to this effect. Please can you explain why your business model does not include responsible support of your customers?
Regards
Gary
Re: Failure to notify customers of new packages.
16-01-2021 12:47 PM
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It was not withdrawn, as you know because you were still using it. Meny people stay on Plusnet legacy plans from choice.
Maybe you also have a responsibilty to check what new producte are available, especially when renewing a contract?
Moderator and Customer
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Re: Failure to notify customers of new packages.
16-01-2021 12:50 PM
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Withdrawn to new customers
I notify my customers to updated plans for my service as a responsible businessman. Pity Plusnet does not do the same. Its called "Customer Account Review" Perhaps you have heard of this?
Re: Failure to notify customers of new packages.
16-01-2021 12:56 PM
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Have you checked your Communication Preferences https://www.plus.net/member-centre/account/communication-preferences ( you'll need to login to your account )
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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